Customer Representative (Mandarin Speaker)

SKINTIFIC; Jakarta Pusat; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

SKINTIFIC is seeking a customer service specialist to provide real-time live chat support for our beauty products from Jakarta. You will handle inquiries about product information, order status, returns, and general concerns with empathy and efficiency.

The role requires 1–2 years of live chat experience, strong written English and Mandarin, and a customer-centric approach. You will document interactions, educate customers on features and promotions, and help guide self-service options.

Qualifications

• Proficient in English and Mandarin (written and verbal).
• Bachelor's degree in any major required.
• 1–2 years in a customer service role, specifically live chat.
• Strong written communication, multitasking, problem-solving, and customer-centric mindset.
• Familiarity with beauty products and trends is a plus; CRM and live chat tools experience helps.

Responsibilities

• Provide real-time live chat support for customers.
• Assist with order placement, tracking, and cancellations.
• Troubleshoot issues and escalate complex cases as needed.
• Maintain up-to-date knowledge of products and promotions.
• Document customer interactions accurately and follow up as needed.
• Educate customers on product features, usage, and self-service options.
• Gather and report customer feedback for continuous improvement.

Skills

English & Mandarin

Written communication

Multitasking

Problem solving

Customer-centric

Live chat proficiency

Education

Bachelor's degree (any major)

Tools

Live chat software

CRM systems

Job description

1. Customer Interaction: Provide real-time assistance to customers via live chat, addressing inquiries related to product information, order status, returns, and other general concerns.

2. Order Processing: Assist Customers with order placement, tracking, and cancellations.

3. Problem Resolution: Identify and troubleshoot customer issues, escalating complex cases to higher-level support when necessary.

4. Product Knowledge: Maintain up-to-date knowledge of our product range to offer accurate information and recommendations to customers.

5. Customer Satisfaction: Ensure high levels of customer satisfaction by providing friendly, empathetic, and efficient service.

6. Documentation: Accurately document customer interactions and follow up as needed to ensure resolution.

7. Customer Education: Educate Customers on product features, promotions, and usage. Also, provide guidance on self-service options and resources.

8. Feedback Collection: Gather and report customer feedback to contribute to continuous improvement in service and product offerings.

Qualifications

• Language: Proficient in English and Mandarin both written and verbal with proven language proficiency (certification, test results, or professional experience preferred)
• Education: Bachelor's degrees in any major.
• Experience: 1-2 years of experience in a customer service role, specifically handling live chat support.
• Skills: Excellent written communication skills, ability to multitask, strong problem-solving skills, and a customer-centric mindset.
• Knowledge: Familiarity with beauty products and industry trends is a plus.
• Tools: Proficiency in using live chat software and CRM systems is a plus.
• Willing to follow shifting working setting and full WFO.