Customer Support Representative

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Omnichannel Queue Management: Efficiently manage, resolve, and finalize urgent customer inquiries across Email, Slack channels, Live Chat, and internal helpdesk/ticketing systems.

• Time-Critical Dispatch Coordination: Oversee and ensure daily dispatch deadlines are met, coordinating prompt updates with warehouses/couriers, and adapt smoothly to last-minute shipping changes.

• Strict Data Security & Integrity: Diligently manage sensitive customer personal information, guaranteeing 100% compliance with stringent corporate data protection policies and privacy protocols.

• Platform Mastery: Quickly navigate, learn, and accurately log information across advanced helpdesk platforms, order tracking software, and supply chain tools.

• Continuous System Optimization: Keep detailed records of issues, monitor client feedback trends, and work alongside the shift lead to enhance response efficiency.

⛳️ Requirements

• Experience: A minimum of **2–3 years of substantial experience** in International Customer Support, B2B Ticketing, or Logistics/Supply Chain Operations (previous experience with UK/US enterprise clients is highly desirable).

• Shift Commitment: Fully comfortable with fixed schedules that align with **UK/US business hours and evening/night cutoffs** (Indonesia evening/night time).

• Language Proficiency: Exceptional, flawless written English skills. A superior command of professional tone, grammar, and written clarity is essential (Conversational fluency is secondary to written proficiency).

• Professional Vetting: Must successfully complete comprehensive standard background checks and reference verifications due to stringent data-handling policies.

• Composure Under Pressure: Demonstrated ability to remain entirely calm, organized, and analytical in a high-stress, fast-paced environment with rapid updates.

• Reliability & Discipline: An outstanding attendance record, punctuality, and time-management discipline to avoid coverage gaps during critical cutoff hours.

• Tech Adaptability: A tech-savvy individual capable of quickly mastering new helpdesk software and complex order systems.

• Longevity Mindset: A strong preference for candidates who are looking for a stable, long-term career growth path with opportunities for advancement within the global support division.

🏝️ Benefits

• Competitive monthly basic salary package.

• 100% Work-from-Home (Remote) flexibility from anywhere in Indonesia.

• Clear career progression paths into Senior Representative, Shift Lead, or Quality Assurance roles.

• Collaborative, diverse, and modern international working culture.