Customer Experience & Sales Specialist

PT Equinox Teknologi Indonesia; Jakarta Pusat; On-site; IDR 66,960,000 - 100,440,000; Full time

Benefits offered by this job

Uncapped commission and review bonus

Direct access to CEO & leadership team

24/7 shuttle car facilities

Free daily lunch & unlimited snacks

24 days annual PTO (excluding national

holidays)

Job summary

Equinox Technology LLC is seeking a customer service professional to own the customer journey from first inquiry to final delivery for premium furniture and home decor. You will respond to inbound inquiries by phone, email, and live chat, guide customers to the right product, and ensure orders are confirmed and tracked through production and shipping.

There are no monthly sales targets; success is measured by customer happiness and on-time delivery.

Qualifications

• 2+ years in Customer Service, Customer Success, Aftersales, Account Management, or consultative sales.
• Strong ownership: follows through until issue is resolved.
• Calm, empathetic, solution-oriented when dealing with frustrated customers.
• Excellent problem-solving and judgement for escalation.
• Ability to manage many open orders and conversations without losing track.
• Professional written and spoken English.
• Experience with AI tools (Claude, Claude Code, ChatGPT) or similar.

Responsibilities

• Respond to inbound inquiries via phone, email, and live chat and provide product consultation for premium furniture.
• Guide customers to the right product and through to a confirmed order.
• Own every order after purchase: confirm details and share production/shipping updates.
• Coordinate with logistics, warehouse, and internal teams to ensure on-time delivery.
• Flag delays or issues early and communicate them to customers.
• Handle post-delivery concerns (damaged items, missing parts, assembly questions).
• Resolve complaints and returns to maintain customer satisfaction and minimize refunds.
• Prevent chargebacks through clear communication and proper documentation.
• Follow up after delivery to ensure happiness and solicit reviews.
• Maintain accurate customer records in CRM and helpdesk tools.
• Use AI tools to draft replies and build reports.
• Report on order status and customer issues; suggest process improvements.

Skills

Ownership mindset

Calm empathy

Problem solving

Multi-order management

Fluent English

AI tools familiarity

Tools

Claude / Claude Code

ChatGPT

Job description

Own the customer journey, from first question to final delivery.

Our sales come organically. Customers already find us and want our products. What we need is someone who takes care of them all the way through: answering their questions, guiding them to the right order, and making sure everything arrives as promised. No sales quotas, no pressure tactics. Just great service that keeps customers happy and orders complete.

Compensation Package

• Base Salary: IDR 6–9 Million/month
• Uncapped Commission + Customer Review Bonus on top
• Top performers take home IDR 30 Million+/month (Base Salary + Commission)

How the Commission Works

Commission rewards ownership of the full customer journey:

• 2% on every order you help close
• 3% when you own the order end-to-end, from first inquiry until it’s delivered
• IDR 250,000 for every customer review, up to IDR 750,000 per customer

Office Location

Sahid Sudirman Centre, 56th Floor – Jakarta Pusat

About Us

Equinox Technology LLC is a hyper-growth company founded in 2019, and the only U.S.-based Direct-to-Consumer (DTC) startup in the furniture and home improvement category. We generate 8-figure USD annual revenue and are scaling across the U.S. and global markets.

What Success Looks Like Here

There are no monthly sales targets. We measure success by how well customers are taken care of: orders that arrive smoothly, issues resolved before they escal…

What You'll Do

• Respond to inbound inquiries via phone, email, and live chat, and provide product consultation for premium furniture
• Guide customers to the right product and through to a confirmed order
• Own every order after purchase: confirm details, share production and shipping updates, and keep customers informed at every stage
• Coordinate with logistics, warehouse, and internal teams to make sure orders are delivered on time and as expected
• Proactively flag delays or issues and communicate them to customers before they have to ask
• Handle post-delivery concerns (damaged items, missing parts, assembly questions) quickly and fairly
• Resolve complaints and return requests with the goal of finding a solution that keeps the customer satisfied and avoids unnecessary refunds
• Prevent chargebacks through clear communication and good documentation, and support the dispute process with evidence when needed
• Follow up after delivery to make sure customers are happy and invite them to share honest reviews
• Keep customer records and order notes accurate and up to date in our CRM and helpdesk tools
• Use AI tools (e.g., Claude, Claude Code) to work faster and smarter, from drafting customer replies to building reports
• Report regularly on order status, customer issues, and refund/chargeback trends, and suggest process improvements

What You're Bring

• 2+ years of experience in Customer Service, Customer Success, Aftersales, Account Management, or consultative sales
• A strong sense of ownership: you follow through until the issue is truly resolved
• Calm, empathetic, and solution-oriented when dealing with frustrated customers
• Strong problem-solving skills and good judgment on when to elevate
• Ability to manage many open orders and conversations at once without losing track of details
• Fluent written and spoken English at a professional level
• Familiar with, or eager to learn, AI tools such as Claude, Claude Code, ChatGPT, or similar
• Tech-savvy, detail-oriented, with strong communication skills

Preferred (Good to Have)

• Experience in e-commerce, DTC, furniture, home decor, or luxury retail
• Experience serving U.S. or international customers
• Experience handling refunds, returns, or payment disputes/chargebacks (e.g., Stripe, PayPal)
• Experience coordinating with logistics or fulfillment teams
• Experience with CRM or helpdesk tools (e.g., Intercom, Shopify)

Company Benefits

• Uncapped commission and review bonus
• Direct access to CEO & leadership team
• 24/7 shuttle car facilities
• Free daily lunch & unlimited snacks
• 24 days annual PTO (excluding national holidays)
• Monthly Employee Awards + sport activities
• Health insurance
• Guaranteed annual salary increase (every 31 December)
• Annual company outing (local) & overseas trip
• Fully sponsored workshops, courses, & certifications
• Personal car facilities (Managers and above)