Inbound & Outbound Caller

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

📋 Description

• Professionally and courteously respond to inbound calls from customers, clients, and business partners.

• Conduct outbound calls to follow up on inquiries, confirm order specifics, and provide delivery updates.

• Address inquiries related to products, orders, deliveries, marketing campaigns, and company services across both retail and wholesale channels.

• Assist with tracking orders, processing returns, managing exchanges, handling refunds, and answering account questions.

• Facilitate the processing of wholesale and retail orders, including placing orders, verifying product availability, and entering order information.

• Manage inquiries regarding marketing and PR services, directing them to the relevant team.

• Oversee retail and wholesale email support, encompassing order inquiries, confirmations, and post-purchase questions.

• Provide precise information regarding products, pricing, and shipping.

• Record customer interactions and maintain accurate CRM records.

• Resolve customer issues or escalate complex matters with thorough documentation.

• Achieve or surpass response-time, call-quality, email-reply-speed, and customer-satisfaction metrics.

⛳️ Requirements

• A Bachelor’s degree in Communications, Business, or a related field is advantageous, though equivalent practical experience is also appreciated.

• A minimum of 2 years of experience in customer service, call centers, e-commerce, or client support is preferred.

• Exceptional verbal and written communication skills in English.

• Strong capabilities in problem-solving and conflict resolution.

• Proficiency in using CRM systems, order management platforms, and basic office software.

• Ability to multitask and operate efficiently in a fast-paced environment.

• Willingness to work flexible schedules when necessary.

• Experience supporting e-commerce platforms such as Shopify, WooCommerce, Amazon, or similar is a plus.

• Familiarity with digital marketing, public relations, or client services is beneficial.

• Strong attention to detail and organizational skills are essential.

• A customer-first mindset with a positive and professional demeanor.

• Capability to establish rapport with customers and clients while upholding professionalism.

• Must currently and permanently reside in Indonesia.

• Fluent English communication skills are required.

• Ability to manage 50–100 inbound calls, emails, or live chats daily while maintaining professionalism and quality.

• Experience in customer support involving order tracking, returns, refunds, shipping, or product inquiries.

• Willingness to work flexible schedules, including weekends or holidays when needed by the business.

• Comfort in making cold or warm outbound calls to follow up on customer inquiries, abandoned carts, or order issues.

🏝️ Benefits

• Equal opportunity employer.

• Remote work arrangement available.

• Full-time employment offered.