Bilingual Remote Customer Support

Daily customer enquiries arrive through chat and email and must be answered quickly from a home office. The messages come in both Bahasa Indonesia and English, so every reply needs to be clear, friendly, and accurate in either language.

Scope of work
• Monitor the shared inbox and live-chat dashboard during Indonesian business hours, Monday–Friday.
• Reply to roughly 40–60 messages per day, following our knowledge-base articles and canned responses.
• Escalate technical or high-priority issues by tagging the correct internal team and adding concise notes.
• Record resolved cases and common questions in a Google Sheets log for easy tracking.
• Send a short end-of-day summary highlighting volume handled, unresolved tickets, and customer feedback.

Key requirements
• Excellent written Bahasa Indonesia and English.
• Prior experience with help-desk or email platforms such as Zendesk, Freshdesk, or Gmail.
• Strong attention to detail and reliable, high-speed internet.

All guidelines, brand voice references, and onboarding materials are ready; access will be provided on acceptance. A one-month trial period is planned, with the option to extend the collaboration when service levels are consistently met.