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Freelance Digital Customer Service

Job Description

Job Overview

We are looking for a Freelance Digital Customer Service to join our growing family. A Freelance Digital Customer Service plays a key role in providing excellent customer service to online shoppers, addressing inquiries, resolving issues, and ensuring a positive shopping experience through digital channels. 

Job Roles:

  1. Customer Inquiry Handling: Respond promptly and professionally to customer inquiries, including questions about products, orders, returns, shipping, and promotions, through various digital channels such as email, WhatsApp, Facebook, and Instagram.
  2. Order Support: Assist customers with order placement, tracking, and modification, ensuring accuracy and timeliness.
  3. Issue Resolution: Investigate and resolve customer issues, complaints, or disputes, ensuring customer complain solved 100%
  4. Policy Adherence: Ensure compliance with company policies, including return and exchange policies, and communicate these policies to customers.
  5. Technical Assistance: Provide technical support to customers who may encounter issues with the website, mobile app, or online shopping tools.
  6. Cross-Selling and Upselling: Identify opportunities to suggest complementary products or upgrades to customers, contributing to increased sales.
  7. Product Feedback: Collect and relay customer feedback, product reviews, and suggestions to the product development and merchandising teams for continuous improvement.
  8. Escalation Handling: Escalate complex issues or customer concerns to higher-level support or management when necessary.
  9. Record Keeping: Maintain accurate records of customer interactions, inquiries, and resolutions in the customer service database.


Job Qualifications:

  1. Educational Background: A high school diploma or equivalent is typically required, but a bachelor's degree in a relevant field can be beneficial.
  2. Willing to work from office if needed.
  3. Customer Service Experience: Min. 1 year of experience in customer service in an e-commerce or fashion retail environment is preferred
  4. Communication Skills: Excellent written and verbal communication skills to engage with customers professionally and effectively.
  5. Product Knowledge: A strong understanding of fashion products, including materials, sizing, and style trends.
  6. Digital Savvy: Familiarity with digital communication tools, customer service software, and e-commerce platforms.
  7. Problem-Solving: Effective problem-solving skills to address customer issues and find suitable resolutions.
  8. Multi-Channel Proficiency: Comfortable using various digital channels for customer service, including email, chat, social media, and messaging apps.
  9. Organization: Strong organizational skills to manage multiple customer interactions simultaneously and follow up as needed.
  10. Patience: The ability to remain patient and composed, especially when dealing with challenging customer situations.
  11. Adaptability: Willingness to adapt to changing customer inquiries, trends, and technology.

Job Information

Experience Requirement
1st Year College
2nd Year College
3rd Year College
4th Year College
Junior (1-3 YoE)
Job Type
Bandung, Indonesia


  • THR / Bonus system
    THR / Bonus system
  • Casual Dress Code
    Casual Dress Code
  • Competitive Salary
    Competitive Salary
  • Paid Sick Days
    Paid Sick Days
  • Paid Maternity / Paternity Leave
    Paid Maternity / Paternity Leave
  • Employee Discounts
    Employee Discounts
Learn More

Torch is a rapidly growing startup company in the Fashion & Apparel Industry, specializing as a local brand enabler. Founded in 2015 by Ben Wirawan and Hanafi Salman, Torch aims to provide innovative and practical travel products, including bags and accessories, to solve common challenges faced by travelers. With functional features, stylish designs, and lightweight yet durable materials, Torch not only fulfills travel needs but also extends its reach to everyday activities such as urban commuting, studying, and work, offering convenience and problem-solving solutions.

Fashion & Apparel
Bandung, Indonesia
Company Size
50–100 employees


We strive to constantly pursue innovation of our products and services
Here, we work together to make the dream work
We uphold honesty and virtue in every single product/service we deliver
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