Customer Service Representative

Job Description

The Customer Service Representative will be the first point of contact for MOP Beauty’s customers across online and offline channels. This role is crucial in delivering best-in-class support by resolving inquiries and complaints promptly while upholding MOP Beauty’s brand values. The individual will support seamless customer journeys across social media, marketplaces, and offline brand activations.

Tasks and Responsibilities :

• Respond to all customer inquiries across channels (Instagram, TikTok, Shopee Chat, Tokopedia Chat, WhatsApp, email, events, pop-ups, and stores).
• Handle complaints and resolve issues empathetically while maintaining brand tone and professionalism.
• Ensure fast, consistent, and high-quality response time across digital platforms.
• Escalate critical complaints or technical issues to relevant departments when needed.
• Collaborate with Marketing and Brand Activation team to align messaging and customer experience goals.
• Keep track of frequently asked questions and update internal FAQ guidelines.
• Support customer engagement initiatives such as personalized follow-ups, loyalty programs, and gifting.
• Capture and report customer feedback and identify improvement areas.

Requirements :

• 1+ years of experience in customer service, ideally in a beauty or lifestyle brand, Fresh Graduates are welcomed to apply.
• Willing to work in a shifting.
• Excellent communication skills (written and verbal) in Bahasa Indonesia and English.
• Ability to remain calm under pressure and handle multiple chats/messages simultaneously.
• Empathetic, solution-oriented, and customer-first mindset.
• Familiar with using chat platforms (Shopee Chat, Tokopedia Chat, DM, WhatsApp Business).
• Experience in offline event or pop-up interactions is a plus.
• Proficiency in Google Workspace and willingness to learn internal tools.
• Willingness to work on a shifting schedule (7 hours/day, 6 days/week), including weekends and public holidays, with flexibility to support both online and offline activities such as events and store activations.