Inbound & Outbound Caller
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Job Description
Indonesia-based caller handling inbound and outbound customer support for STERRY’s e-commerce, marketing, and PR services. Managing orders, emails, CRM records, and escalations.
Responsibilities:
- Answer inbound calls from customers, clients, and business partners professionally
- Make outbound calls to follow up on inquiries, confirm order details, or provide delivery updates
- Respond to product, order, delivery, marketing campaign, and company service inquiries
- Assist with order tracking, returns, exchanges, refunds, and account inquiries
- Support wholesale and retail order processing, including order entry and product availability verification
- Handle marketing and PR service inquiries and route them to the appropriate team
- Manage email support for retail and wholesale customers
- Document customer interactions and maintain accurate CRM records
- Resolve customer concerns or escalate complex issues to the appropriate department
- Meet customer service performance metrics, including response time, call quality, email reply speed, and customer satisfaction
Requirements:
- Bachelor’s degree in Communications, Business, or related field is a plus, but not required
- 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
- Experience supporting e-commerce platforms such as Shopify, WooCommerce, or Amazon
- 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
- Must be currently and permanently residing in Indonesia
Benefits:
- Equal opportunity employer
- Remote work arrangement
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