Customer Service Representative
Mother of Pearl (MOP Beauty)
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Deskripsi Pekerjaan
Job Description Summary:
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.
Key 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.
Kualifikasi
Required Qualifications:
- 1+ years of experience in customer service, ideally in a beauty or lifestyle brand, Fresh Graduates are welcomed to apply.
Role-Specific Competencies:
- 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.
Tips Menjaga Diri
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At MOP Beauty, we thrive on relentless breakthrough beauty innovation. Guided by a clear sense of purpose, we infuse creativity and cutting-edge ideas into every stage of our product development process. Our passion for pushing boundaries drives us to pioneer a new era of beauty solutions where science and artistry intertwine harmoniously. We are purposefully committed to delivering the highest quality products through our relentless pursuit of innovation. This unwavering dedication ensures our customers receive exceptional, sought-after cosmetic products that not only meet but surpass expectations. Each creation is meticulously formulated and rigorously tested, reflecting our pride in going the extra mile for your utmost satisfaction. Join us on our journey to redefine beauty and experience the MOP Beauty transformation.
