ANALISIS KINERJA PEGAWAI DI DIVISI CUSTOMER SERVICE E-COMMERCE MAP FASHION

Abstract

This study aims to analyze employee performance in the Customer Service E-commerce Division of MAP Fashion. Employee performance is an essential element in achieving organizational goals, where qualified employees can provide optimal contributions in delivering excellent service to customers. This research uses a qualitative approach with a case study method, conducted through observation, in-depth interviews, and documentation. The research subjects consisted of four participants who were directly involved in the division’s operational activities.The results of the study show that the employee work process in this division runs systematically, starting from receiving customer messages, handling complaints, to compiling performance data reports of brands on e-commerce platforms such as Shopee and Tokopedia. Factors influencing employee performance include competence, motivation, and work environment. The main challenges faced by employees in carrying out their duties involve limited access to information, which requires intensive coordination with other divisions, as well as technical obstacles such as unstable internet connections that can affect the effectiveness of customer service.To overcome these obstacles, the Customer Service E-commerce Division of MAP Fashion has undertaken several efforts, such as routine infrastructure maintenance, providing continuous training to improve product knowledge, and strengthening communication and teamwork across divisions. This research is expected to contribute positively to the development of strategies for improving employee performance and serve as a reference for future studies in the field of employee performance management.

Penelitian ini bertujuan untuk menganalisis kinerja pegawai di Divisi Customer Service E-commerce MAP Fashion. Kinerja pegawai menjadi elemen penting dalam pencapaian tujuan organisasi, di mana pegawai yang berkualitas mampu memberikan kontribusi optimal dalam menciptakan pelayanan yang baik kepada pelanggan. Penelitian ini menggunakan pendekatan kualitatif dengan metode studi kasus yang dilakukan melalui observasi, wawancara mendalam, dan dokumentasi. Subjek penelitian terdiri dari empat partisipan yang berperan langsung dalam kegiatan operasional divisi tersebut. Hasil penelitian menunjukkan bahwa proses kerja pegawai di divisi ini berjalan secara sistematis, dimulai dari menerima pesan pelanggan, menangani keluhan, hingga melakukan rekapitulasi data performa brand di platform e-commerce Shopee dan Tokopedia. Faktor yang memengaruhi kinerja pegawai meliputi kompetensi, motivasi, dan lingkungan kerja. Tantangan utama yang dihadapi pegawai dalam menjalankan tugas adalah keterbatasan akses informasi yang mengharuskan adanya koordinasi intensif dengan divisi lain serta kendala teknis seperti kestabilan jaringan internet yang dapat memengaruhi efektivitas pelayanan kepada pelanggan. Untuk mengatasi hambatan tersebut, divisi Customer Service E-commerce MAP Fashion telah melakukan beberapa upaya seperti pemeliharaan rutin infrastruktur, pemberian pelatihan berkelanjutan guna meningkatkan pengetahuan produk, serta penguatan komunikasi dan kerja sama antar divisi. Penelitian ini diharapkan dapat memberikan kontribusi positif bagi pengembangan strategi peningkatan kinerja pegawai serta menjadi referensi bagi penelitian selanjutnya dalam bidang manajemen kinerja pegawai.