Responsibilities :

Minimum Diploma all major with a minimum GPA of 2.75.

Minimum 1 year of experience as a Customer Service Agent or in a similar operational support role. Experience in B2B, E-commerce, or Digital Product support is a strong advantage.

Good command of English (both written and spoken) for daily communication and internal reporting.

Analytical & Technical Skills:

Strong analytical skills with high attention to detail.

Proficient in Basic Excel/Google Sheets (e.g., formulas, filtering, and data entry).

Tech-savvy and able to quickly adapt to internal tools (Lark/Feishu Suites, ticketing systems, and OCIC).

Willingness to work in 24/7 rotating shifts, including night shifts and weekends, to ensure continuous operational coverage.

Core Competencies:

o   Outstanding customer service mindset with a high standard for quality.

o   Strong problem-solving skills and the ability to multitask in a fast-paced, high-volume, and high-pressure environment.

Jobdesk :

·         Serving as the primary point of contact to handle all incoming inquiries and incidents from all SAT Supplier and Clients with all official communication channels

·         Ensuring high reliability and strictly meeting established Service Level Agreements (SLAs) for response and resolution times to maintain a seamless partner experience.

·         Applying logical thinking and sound decision-making to identify the correct SOP for various scenarios, ensuring that issues are addressed with the appropriate business or technical context.

·         Proactively monitoring for system disruptions or bottlenecks and executing the correct escalation path to internal TPA (BizOps) or Business/Category teams when an issue exceeds the BPO’s resolution scope.

·         Maintaining 24/7 standby readiness to monitor transaction stability and providing regular updates or handovers to the next shift to ensure zero information gaps.

·         Accurately sharing critical updates, transaction info, or promotional announcements from internal teams to relevant clients, suppliers, and Tokopedia users.