job description
Join Mitracomm Ekasarana as a Digital Customer Care Specialist and become the voice of our brand across social media platforms. In this dynamic role, you will engage with customers on Instagram, Facebook, X/Twitter, TikTok, WhatsApp, and other digital channels, providing exceptional support, resolving inquiries, and building lasting relationships.
Based in the vibrant and culturally rich regions of Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung), you’ll work in a flexible, remote-friendly environment while contributing to a company that values customer satisfaction and digital innovation. This is a full-time opportunity for passionate individuals who thrive in fast-paced, customer-centric settings.
If you’re a proactive communicator with a knack for problem-solving and a deep understanding of social media trends, we’d love to hear from you. Help us deliver outstanding digital customer experiences while growing your career in a supportive and forward-thinking organization.
Responsibility
- Monitor and respond to customer inquiries, complaints, and feedback across social media platforms (Instagram, Facebook, X/Twitter, TikTok, WhatsApp, etc.) in a timely and professional manner.
- Provide accurate and empathetic solutions to customer issues, ensuring high satisfaction and resolution rates.
- Maintain a consistent brand voice and tone in all digital communications, aligning with company guidelines.
- Escalate complex customer issues to the appropriate teams while keeping the customer informed throughout the process.
- Track, document, and analyze customer interactions to identify trends and areas for service improvement.
- Collaborate with marketing and product teams to relay customer insights and contribute to service enhancements.
- Stay updated on product knowledge, promotions, and company policies to provide accurate information to customers.
- Proactively engage with customers to foster positive relationships and brand loyalty.
Qualifications
- Minimum 1-2 years of experience in customer service, preferably in a digital or social media support role.
- Excellent written and verbal communication skills in Bahasa Indonesia and English.
- Strong familiarity with social media platforms and digital communication tools.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Problem-solving mindset with a customer-first approach.
- High attention to detail and ability to maintain composure under pressure.
- Basic knowledge of CRM systems or helpdesk software is a plus.
- Residing in or willing to relocate to Bali (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung).