Customer Care (Freelance)

PT Esensi Solusi Buana (ESB); Tangerang; On-site; IDR 44,640,000 - 66,960,000; Part time

Job summary

PT Esensi Solusi Buana (ESB) seeks a Freelance Customer Care agent to monitor the ESB Order Delivery journey end to end, from placement to customer receipt. You will watch order and courier status against time thresholds and intervene when an order stalls.

The role requires urgency, sharp attention to detail, and calm handling of time-sensitive situations. Based in Tangerang, you’ll work shifts, including weekends and public holidays, to keep merchants, couriers, and customers in sync.

Qualifications

• Minimum SMA/SMK graduate; a Diploma in any major is an advantage.
• Strong written communication for Live Chat and Email.
• High attention to detail and a strong sense of urgency.
• Able to monitor multiple orders simultaneously.
• Willing to work on a shift basis, including weekends and public holidays.
• Able to work in Tangerang.

Responsibilities

• Monitor and respond to customer inquiries via Live Chat and Email within SLA.
• Track ESB Order Delivery and ESB Order Delivery Later orders throughout the day.
• Remind merchants of unprocessed orders after 10 minutes.
• Monitor courier status after 15 minutes and place bookings if needed.
• Ensure orders reach customers by monitoring delivery status to completion.
• Verify customer data for refunds when issues occur.

Skills

Written comms

Attention to detail

Multitasking

Teamwork

Shift work

Education

Diploma in any major

Tools

Live Chat software

Ticketing system

Monitoring dashboards

Job description

About the role:

Freelance Customer Care is responsible for monitoring the ESB Order Delivery journey end to end, from the moment an order is placed until it is received by the customer. The role keeps merchants, couriers, and customers moving in sync by watching order and courier status against defined time thresholds and stepping in the moment an order stalls. To be successful in this role, you should have a strong sense of urgency, be highly observant of detail, and remain calm and clear when handling time-sensitive situations.

What you’ll do (Responsibilities):

• Monitor and respond to customer enquiries through Live Chat and Email channels within the applicable SLA.
• Monitor ESB Order Delivery and ESB Order Delivery Later orders throughout the day.
• Remind merchants or restaurants of new orders that have not been processed for more than 10 minutes.
• Monitor courier status when an order has not been picked up more than 15 minutes after the order is processed.
• Place manual courier bookings whenever the courier ordering system encounters an issue.
• Ensure orders are received by customers by monitoring delivery status through to completion.
• Verify customer data for refund processing when order issues occur, such as out-of-stock items, the outlet being closed or unreachable, or orders taking too long to process.

What capabilities you’ll need (Requirements):

• Minimum SMA/SMK graduate; a Diploma in any major is an advantage.
• Good written communication skills for handling Live Chat and Email.
• High attention to detail and a strong sense of urgency, as the role works against defined time thresholds.
• Able to monitor and follow up on multiple orders simultaneously without losing track.
• Willing to work on a shift basis, including weekends and public holidays, under a 5 working days and 2 days off (5:2) arrangement.
• Able to work under pressure and work in a team
• Will be placed in Tangerang.

Bonus points if you have the following skills:

• Experience in customer service, order monitoring, or food delivery and on-demand logistics operations.
• Familiar with courier or delivery aggregator platforms and their order tracking flow.
• Able to operate spreadsheets and ticketing or monitoring dashboards.