Customer Support Representative / Chat Admin

We are looking for a Customer Support Representative / Chat Admin to handle daily customer inquiries and provide fast, clear, and professional support through online chat. This is an execution-focused role. The main responsibility is to respond to users, help resolve common issues, explain basic product information, and escalate more complex cases to the internal team when necessary. Key Responsibilities Respond to customer questions through online chat. Handle daily customer support inquiries in a timely and professional manner. Help users understand account registration, promotions, vouchers, orders, payments, refunds, and other basic platform-related questions. Follow prepared FAQ, scripts, SOPs, and internal guidelines when responding to customers. Identify customer issues and provide the correct solution based on available information. Escalate technical, payment, account, or unusual cases to the relevant internal team. Monitor incoming messages and make sure important customer issues are not missed. Maintain clear records of customer complaints, recurring questions, and unresolved cases. Report common user problems and feedback to the team. Help moderate community chats when required. Assist with other basic customer service and operational tasks. Main Communication Channels The role may involve customer communication through: WhatsApp Website live chat Social media direct messages Instagram Facebook TikTok Telegram or other community channels Requirements Good written communication skills. Fluent or highly proficient in Bahasa Indonesia. Basic English communication ability is required for communication with the internal team. Previous experience in customer service, chat support, online shop administration, marketplace support, or community management is preferred. Comfortable communicating with customers throughout the day. Patient and able to handle repetitive questions professionally. Able to follow SOPs and instructions carefully. Fast response and strong execution skills. Organized and detail-oriented. Able to recognize when an issue should be escalated instead of giving an uncertain answer. Familiar with WhatsApp, Instagram, TikTok, Facebook, and common Indonesian online platforms. Stable internet connection and reliable availability during agreed working hours. Preferred Qualifications Experience as an online shop admin, customer support agent, marketplace admin, or live-chat operator. Experience handling Indonesian consumers. Familiarity with e-commerce, digital vouchers, promotions, or online transactions is a plus. Experience using Google Sheets or basic customer-support tools is a plus. Mandarin / Chinese ability is an advantage but not required. What We Are Looking For We are looking for someone who is: Responsive Patient Reliable Careful when giving information Comfortable handling many customer chats Able to communicate naturally rather than sounding robotic Able to follow instructions and escalate problems correctly This is primarily a customer support and execution role, not a sales, marketing strategy, or management position. Working Arrangement Remote position. Long-term opportunity for the right candidate. Working hours and shift arrangement will be discussed during the interview. Candidates should be available consistently during their assigned support hours.