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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.

Deskripsi pekerjaan dalam bahasa Inggris. Anda dapat melamar dalam bahasa Inggris atau Bahasa Indonesia.

Yang akan Anda kerjakan

  • 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.

Yang kami butuhkan dari Anda

  • 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.

Nilai tambah

  • 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.

Tolok ukur sukses dalam 90 hari

  • 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.

Cara melamar

Kirimkan CV beserta catatan singkat (Bahasa Inggris atau Bahasa Indonesia) yang menjelaskan dua tanggung jawab pertama yang akan Anda kerjakan dan alasannya. Kami membaca setiap lamaran dan membalas dalam 7 hari.

Lamar → [email protected]