Customer Service Representative (Mandarin Speaker)

SKINTIFIC; Jakarta Utara; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

SKINTIFIC is seeking a Customer Service Representative in Jakarta to provide real-time live chat support, answer inquiries about products, orders, and returns, and assist with order placements and tracking.

The role requires 1–2 years in customer service, strong writing and multitasking skills, and knowledge of beauty products. Fluency in English and Mandarin is preferred, with a full in-office work setting.

Qualifications

• Proficient in English and Mandarin (written and spoken).
• Bachelor’s degree in any major.
• 1–2 years in a customer service role, especially live chat.
• Excellent written communication, multitasking, and problem-solving.

Responsibilities

• Provide real-time assistance via live chat for product info, orders, returns, and general inquiries.
• Assist with order placement, tracking, and cancellations.
• Identify and troubleshoot issues, escalating complex cases when needed.
• Maintain up-to-date product knowledge and offer recommendations.
• Ensure high customer satisfaction with friendly, empathetic, efficient service.
• Accurately document interactions and follow up to resolve issues.
• Educate customers on product features, promotions, and self-service options.
• Gather and report customer feedback for service/product improvements.

Skills

English proficiency

Mandarin proficiency

Excellent written communication

Multitasking

Problem-solving

Customer-centric mindset

Education

Bachelor's degree

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.

What can I earn as a Customer Service Representative