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Dalang.io
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Operations Full-time, rotating shifts Indonesia-remote

Customer Care Specialist (24/7 inbound)

Be the always-on voice of Dalang.io. Cover WhatsApp Business inbound, the customer phone line, and direct messages plus comments across all seven social channels on a 24/7 rotating shift. We are hiring multiple seats to staff the rotation.

What you will do

  • Cover assigned shifts in a 24/7 rotation; first-response targets are tracked per channel.
  • Handle inbound WhatsApp Business chats — billing, account, simple how-to, scheduling demos.
  • Answer the Dalang.io customer phone line; field calls in Bahasa Indonesia (and English where needed).
  • Reply to DMs and public comments across LinkedIn, Instagram, X, YouTube, TikTok, Threads, and Facebook.
  • Triage and route: technical issues → Customer Success / Support Lead; sales inquiries → B2B Sales; outage / network alerts → on-call SRE.
  • Maintain a tagged log of inbound volume by channel and topic so ops can spot trends and staff the rotation correctly.

What we need from you

  • 2+ years customer-facing communications (call center, hospitality, retail, e-commerce support, or similar).
  • Native Bahasa Indonesia, working English; clean written tone in chat and email.
  • Friendly, calm phone presence; comfortable across all seven social-media surfaces.
  • Reliable shift attendance — including nights, weekends, and public holidays.

Nice to have

  • Hosting, cloud, or SaaS background.
  • Familiarity with WhatsApp Business API tooling (e.g. Wati, Meta Business Suite, Qiscus).
  • Bilingual fluency (English + Indonesian) at a writing level.

What success looks like in 90 days

  • First-response under 5 minutes on every channel during your shift.
  • Triage routing rules documented and consistently followed across all shift staff.
  • One process improvement merged that reduces customer round-trip time.

How to apply

Send your CV plus a short note (English or Bahasa Indonesia) telling us which two responsibilities you would tackle first and why. We read every application and reply within 7 days.

Apply → [email protected]