Introduction
Our client, a leading digital service provider in Indonesia, is seeking a dynamic Customer Care Social Media specialist to join their fast‑growing team in Yogyakarta. This role is essential in delivering a seamless, omnichannel experience to customers across live chat, social media platforms, and email. The ideal candidate will combine analytical thinking with strong communication skills to resolve inquiries, manage community interactions, and support brand reputation in a highly competitive market.
Responsibilities
- Handle inbound and outbound customer interactions via live chat, Facebook, Instagram, Twitter, and email, ensuring timely and accurate responses.
- Monitor social media channels for brand mentions, complaints, and trending topics, and escalate issues to relevant departments when necessary.
- Perform root‑cause analysis on recurring problems, documenting findings and recommending process improvements.
- Maintain detailed records of customer interactions in the CRM system, updating ticket status and ensuring data integrity.
- Collaborate with marketing, product, and technical support teams to provide consistent messaging and resolve complex queries.
- Prepare daily and weekly performance reports, highlighting key metrics such as first‑response time, resolution rate, and customer satisfaction scores.
- Participate in 24/7 shift rotations, including weekends, to guarantee continuous coverage for the digital contact center.
- Contribute to the development of FAQ content, chat scripts, and social media guidelines to improve self‑service options.
- Stay up‑to‑date with industry trends, new social platforms, and emerging customer service technologies.
Requirements
- Minimum education: Bachelor’s degree (S1) or Diploma (D3) with a GPA of at least 2.75.
- At least 1 year of professional experience in a digital contact center environment, focusing on live chat, social media, or email support.
- Proficiency in Microsoft Office and Google Workspace (Docs, Sheets, Slides) for reporting and documentation.
- Strong analytical abilities and excellent written and verbal communication skills in Bahasa Indonesia and English.
- Demonstrated discipline, attention to detail, and a results‑oriented mindset.
- Flexibility to work rotating shifts, including nights, weekends, and holidays, to meet a 24/7 service model.
- Open to relocation or placement in Yogyakarta.
- All genders are welcome to apply.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Professional development budget for certifications, workshops, and conferences.
- Flexible working hours outside of mandatory shift coverage and the possibility of remote work on non‑shift days.
- Paid annual leave, sick leave, and maternity/paternity benefits.
- Employee wellness programs, including gym membership subsidies and mental‑health support.
- Opportunities for career advancement within a fast‑growing digital services organization.
About Company
Founded in 2010, the company has become a trusted partner for leading brands across e‑commerce, telecommunications, and finance sectors. With a focus on digital transformation, it provides end‑to‑end customer experience solutions that blend AI‑driven tools with human expertise. The Yogyakarta office serves as a strategic hub for regional operations, fostering a collaborative culture that values innovation, inclusivity, and continuous learning. Join a team where your voice matters and where you can directly influence the way millions of customers engage with top‑tier brands.
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