Customer Care (Freelance)
PT Esensi Solusi Buana (ESB)
Fewer Applicants- Freelance
- On-site • Tangerang
- Rp100.000 – 200.000
Job Description
About the role:
Freelance Customer Care is responsible for monitoring the ESB Order Delivery journey end to end, from the moment an order is placed until it is received by the customer. The role keeps merchants, couriers, and customers moving in sync by watching order and courier status against defined time thresholds and stepping in the moment an order stalls. To be successful in this role, you should have a strong sense of urgency, be highly observant of detail, and remain calm and clear when handling time-sensitive situations.
What you’ll do (Responsibilities):
- Monitor and respond to customer enquiries through Live Chat and Email channels within the applicable SLA.
- Monitor ESB Order Delivery and ESB Order Delivery Later orders throughout the day.
- Remind merchants or restaurants of new orders that have not been processed for more than 10 minutes.
- Monitor courier status when an order has not been picked up more than 15 minutes after the order is processed.
- Place manual courier bookings whenever the courier ordering system encounters an issue.
- Ensure orders are received by customers by monitoring delivery status through to completion.
- Verify customer data for refund processing when order issues occur, such as out-of-stock items, the outlet being closed or unreachable, or orders taking too long to process.
Requirements
What capabilities you’ll need (Requirements):
- Minimum SMA/SMK graduate; a Diploma in any major is an advantage.
- Good written communication skills for handling Live Chat and Email.
- High attention to detail and a strong sense of urgency, as the role works against defined time thresholds.
- Able to monitor and follow up on multiple orders simultaneously without losing track.
- Willing to work on a shift basis, including weekends and public holidays, under a 5 working days and 2 days off (5:2) arrangement.
- Able to work under pressure and work in a team
- Will be placed in Tangerang.
Bonus points if you have the following skills:
- Experience in customer service, order monitoring, or food delivery and on-demand logistics operations.
- Familiar with courier or delivery aggregator platforms and their order tracking flow.
- Able to operate spreadsheets and ticketing or monitoring dashboards.
Established in 2018, ESB is Indonesia’s leading restaurant technology company, empowering the food and beverage industry with innovative, integrated, and easy-to-use digital solutions.
Our comprehensive ecosystem enables businesses to seamlessly manage every aspect of their F&B operations—from front-of-house to back-of-house—so they can focus on what truly matters: delivering great experiences and growing their business.
Whether you operate a small food stall, a bustling café, a cloud kitchen, or a nationwide restaurant chain, ESB provides a unified platform that simplifies operations, enhances efficiency, and drives performance.
Today, ESB proudly partners with some of Indonesia’s most prominent and fast-growing brands, including Starbucks, The People's Cafe, Bakerzin, Kimukatsu, and countless viral restaurants, cafés, and coffee shops across the nation.
At ESB, we live by our core values of Honesty, Empathy, and Agility—building technology with integrity, understanding our customers’ challenges, and adapting swiftly to an ever-changing industry landscape.
Join a growing, fast-paced, and dynamic technology company that’s shaping the future of Indonesia’s F&B industry.
It’s time to grow, learn, and make an impact with us.
#GrowingWithESB
