Introduction
We are seeking a proactive and enthusiastic Customer Relations and Service Staff to join our fast‑growing brand. This role is the frontline of our communication with customers, responsible for nurturing lasting relationships, handling inquiries across multiple digital channels, and ensuring that our brand’s reputation remains consistently positive. The ideal candidate will thrive in a dynamic environment, possess strong interpersonal skills, and be comfortable creating engaging social‑media content while delivering top‑notch service.
Responsibilities
- Build and maintain solid, trust‑based relationships with existing and prospective customers.
- Respond promptly and courteously to chat inquiries on WhatsApp, Instagram Direct, and other social platforms, ensuring a response time of under 2 hours during working hours.
- Update, create, and upload engaging content (images, videos, captions) to company social‑media accounts, following the brand voice and content calendar.
- Monitor brand sentiment online, flagging any negative mentions and collaborating with the marketing team to implement corrective actions.
- Handle customer feedback, complaints, and returns, escalating complex cases to the appropriate department while keeping the customer informed.
- Maintain an organized knowledge base of frequently asked questions and troubleshooting guides.
- Collaborate with sales and product teams to convey customer insights that can inform product improvements and promotional strategies.
- Assist in planning and executing small‑scale online events, giveaways, and customer appreciation campaigns.
- Prepare daily and weekly performance reports on response times, satisfaction scores, and social‑media engagement metrics.
Requirements
- Education: Minimum high school diploma (SMA/SMK) or equivalent.
- Age: Up to 30 years old (maximum).
- Gender: All genders welcomed.
- Experience: At least 1 year of proven experience in customer service, community management, or related fields.
- Core Skills:
- Strong written communication in Bahasa Indonesia (and preferably English).
- Proficiency with WhatsApp Business, Instagram, and basic social‑media management tools.
- Basic graphic design or content creation abilities (e.g., Canva, Photoshop).
- Excellent problem‑solving and conflict‑resolution capabilities.
- Ability to work independently while maintaining a collaborative spirit.
- Soft Skills:
- Empathy, patience, and a customer‑centric mindset.
- Detail‑oriented with strong organizational abilities.
- Adaptability to handle fluctuating inquiry volumes and evolving brand guidelines.
- Positive attitude and a passion for preserving a strong brand image.
Benefits
- Competitive monthly salary with performance‑based bonuses.
- Health insurance coverage for employee and optional family plan.
- Professional development budget for courses, certifications, or conferences.
- Paid leave, including annual, sick, and maternity/paternity days.
- Friendly, collaborative work environment with regular team‑building activities.
- Opportunity for career advancement into senior customer‑experience or marketing roles.
- Flexible working schedule within the defined hours (Monday‑Saturday, 08:00‑17:00).
About the Company
Our company is a rapidly expanding e‑commerce and lifestyle brand focused on delivering high‑quality products and memorable experiences to a diverse Indonesian audience. With a strong digital presence on platforms such as Instagram, TikTok, and a dedicated mobile app, we prioritize customer satisfaction and brand integrity at every touchpoint. By joining our team, you will become part of an innovative organization that values creativity, accountability, and continuous improvement, all while contributing to a brand that customers love and trust.
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