工作职责
- 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.
任职要求
- 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.
加分项
- 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.
90 天内的成功标准
- 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.