Inbound & Outbound Caller

STERRY; Indonesia; Remote; IDR 61,380,000 - 100,440,000; Full time

Job summary

STERRY Limited is seeking a proactive Inbound & Outbound Caller for remote work. You will manage incoming calls, perform outbound follow-ups, and handle inquiries across e-commerce, PR, and marketing services while delivering exceptional customer support.

The role requires strong English communication, CRM proficiency, and the ability to document interactions accurately. You may assist with order processing, returns, and post-purchase questions, working with Retail and Wholesale teams.

Qualifications

• Bachelor’s degree is a plus; hands-on experience valued.
• At least 2 years of customer service or related experience.
• Excellent verbal and written English communication skills.
• Proficiency with CRM systems and order management platforms.

Responsibilities

• Answer inbound calls from customers, clients, and partners professionally and friendly.
• Proactively make outbound calls to follow up on inquiries, confirm orders, or provide updates.
• Assist with product, order, delivery, and marketing service inquiries across retail and wholesale channels.
• Process orders and update CRM with accurate details; verify product availability.
• Handle email support for retail and wholesale customers with timely, accurate responses.
• Escalate complex issues to the appropriate department with clear documentation.
• Meet or exceed customer service performance metrics (response time, call quality, email speed).

Skills

Excellent verbal and written English

Problem-solving & conflict resolution

Multi-tasking in fast-paced env

Customer-first mindset

Education

Bachelor’s degree in Communications, Business, or related field

Tools

CRM systems

Order management

Office software

Job description

Inbound & Outbound Caller - STERRY Limited

Location: Remote
Job Type: Full-time

Join a dynamic growth marketing agency where precision meets creativity

At STERRY, we're not your average marketing agency—we're the rocket fuel behind crowdfunding and e-commerce success. Since day one, we've helped clients generate over $100 million in trackable online revenue through strategies rooted in measurable performance.

The Role

We are looking for a proactive and customer-focused Inbound & Outbound Callerto manage incoming calls, proactively handle outbound calls, and inquiries for our e-commerce, public relations, and marketing services. The ideal candidate is an excellent communicator who can provide exceptional customer support, assist with order- and service-related concerns, and ensure every customer interaction reflects our commitment to quality and professionalism.

What You'll Do

• Answer inbound calls from customers, clients, and business partners in a professional and friendly manner
• Proactively make outbound calls when necessary to follow up on customer inquiries, confirm order details, or provide delivery updates
• Respond to inquiries related to products, online orders, deliveries, marketing campaigns, and company services across both retail and wholesale channels
• Assist customers with order tracking, returns, exchanges, refunds, and general account inquiries
• Support wholesale and retail order processing by helping customers place new orders, verifying product availability, and accurately entering order details into the system
• Handle client inquiries regarding marketing or PR services and direct them to the appropriate team when needed
• Manage email support for both retail and wholesale customers, responding to initial order inquiries, order confirmations, and post-purchase questions
• Ensure timely and professional email correspondence, addressing customer concerns and providing accurate information regarding products, pricing, and shipping
• Accurately document all customer interactions—both inbound calls and outbound communications—and maintain up-to-date records in the CRM system
• Resolve customer concerns promptly or escalated complex issues to the appropriate department
• Escalate complex or unresolved issues to the appropriate department (E-commerce, Marketing, PR, Operations, or Wholesale & Retail teams) with clear and thorough documentation
• Meet or exceed customer service performance metrics, including response time, call quality, email reply speed, and customer satisfaction scores

Who You Are

• Education: Bachelor’s degree in Communications, Business, or related field is a plus— but what truly matters is what you can build. A standout portfolio or equivalent hands‑on experience is just as valued
• At least 2 years of customer service, call center, e-commerce, or client support experience is preferred
• Excellent verbal and written English communication skills
• Strong problem‑solving and conflict‑resolution abilities
• Comfortable using CRM systems, order management platforms, and basic office software
• Ability to multitask and work efficiently in a fast‑paced environment
• Willingness to work flexible schedules when required

What You'll Bring

• Experience supporting e-commerce platforms (e.g., Shopify, WooCommerce, Amazon, or similar)
• Familiarity with digital marketing, public relations, or client services is a plus
• Strong attention to detail and organizational skills
• Customer‑first mindset with a positive and professional attitude
• Ability to build rapport with customers and clients while maintaining professionalism

STERRY Limited is an equal opportunity employer.