Introduction
We are seeking a motivated and customer‑focused Digital Customer Service Representative for our TORCH platform in the Brebes region. This role is designed for a dynamic individual who thrives in a fast‑paced, technology‑driven environment and can deliver exceptional service across multiple channels. The successful candidate will join a collaborative team that supports the growth of our digital retail operations, helping customers navigate e‑commerce solutions, resolve inquiries, and enhance overall satisfaction.
Responsibilities
- Provide timely, courteous, and professional assistance to customers via phone, email, chat, and social media platforms.
- Handle inbound and outbound communications, ensuring issues are resolved within established service level agreements (SLAs).
- Utilize digital sales reporting tools to track interactions, document resolutions, and generate performance metrics for continuous improvement.
- Collaborate with the e‑commerce management team to update product information, process returns, and coordinate order fulfillment.
- Monitor and respond to customer feedback on retail platforms, escalating complex cases to senior support staff when necessary.
- Maintain a disciplined work routine while operating remotely, ensuring a reliable internet connection and functional laptop at all times.
- Participate in shift rotations, including night shifts, to provide 24/7 coverage for customers across different time zones.
- Contribute ideas for process enhancements, digital tool adoption, and training initiatives that improve the overall customer experience.
- Support the team by sharing knowledge, mentoring new hires, and fostering a collaborative atmosphere.
Requirements
- Minimum education: SMA/SMK or equivalent.
- Gender: Female (as specified for this location).
- Age: Up to 30 years old.
- Residency: Must reside in Kab. Brebes or surrounding areas.
- Work experience: At least 1‑2 years of proven customer service experience, preferably in a digital or e‑commerce setting.
- Technical equipment: Own a personal laptop that meets the company’s performance standards.
- Availability: Willingness to work a three‑shift schedule, including night shifts, with core hours from 08:00 to 17:00.
- Core competencies: Strong verbal and written communication, high responsiveness, problem‑solving aptitude, and the ability to remain professional under pressure.
- Soft skills: Team player mindset, self‑discipline for remote work, adaptability to changing tools, and a customer‑centric attitude.
- Relevant skills: Familiarity with digital sales reporting tools, e‑commerce retail management, and basic sales management concepts.
Benefits
- Competitive salary with performance‑based incentives.
- Flexibility to work from home, reducing commute time and expenses.
- Comprehensive training on digital sales platforms and customer service best practices.
- Opportunities for career growth within a rapidly expanding digital retail division.
- Health insurance coverage and paid leave according to Indonesian labor regulations.
- Access to a supportive team environment that values continuous learning and innovation.
- Shift differentials for night‑time work, recognizing the extra commitment required.
About Company
Our company is a leading player in Indonesia’s digital commerce ecosystem, operating a suite of online retail solutions that connect millions of consumers with a diverse range of products. With a strong focus on technology, data‑driven insights, and customer satisfaction, we empower local businesses and brands to thrive in the digital age. The TORCH platform, based in Brebes, serves as a regional hub for digital sales, offering customers seamless shopping experiences and reliable after‑sales support. Joining our team means becoming part of an innovative culture that prioritizes excellence, integrity, and community impact.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now