Customer Service

About the role

Customer Service role supporting users and business partners through multiple digital channels including WhatsApp, in-app customer service, and social media. You will handle inquiries, resolve complaints related to application features, and maintain detailed records of all interactions.

Key responsibilities

• Reply to user and partner inquiries quickly, friendly, and clearly via WhatsApp, in-app customer service, and social media

• Handle issues and complaints related to the application according to FAQ and company standard procedures, including registration, membership, payment, fund withdrawal, and refunds

• Record every inquiry or complaint ticket, forward technical issues to relevant teams, and monitor follow-up until resolution

• Assist prospective partners in understanding PeduliAI products and forward interested prospects to relevant teams if needed

• Create daily work reports including number of conversations, most frequent issues, and unresolved matters

About you

• Minimum SMA/SMK education

• Minimum 1 year experience in Customer Service (experience in e-commerce, digital applications, or live commerce is a plus)

• Fluent in Indonesian and English (spoken and written)

• Clear, polite, and friendly written communication

• Proficient in WhatsApp Business, Google Sheets, and digital customer service platforms

• Fast and accurate typing, able to handle multiple conversations simultaneously

• Detail-oriented in recording and following up on complaints, able to resolve issues effectively

• Able to maintain confidentiality of user data

• Willing to work with shift system and rotating days off, including weekends