Customer Service Officer

We are looking for a friendly, responsive, and customer-focused Customer Service Officer to join our team. This role will be responsible for assisting customers and responding to inquiries through online chat channels such as WhatsApp, Instagram, and website chat.

You will be the first point of contact for many of our customers, helping them find the right information about our classes, memberships, promotions, and studio services. The role focuses primarily on chat-based communication, so strong written communication, attention to detail, and the ability to understand English are important.

If you enjoy communicating with people, are comfortable handling multiple conversations, and genuinely care about providing a great customer experience, we'd love to have you on our team.

Job Responsibilites:

• Respond to customer inquiries through WhatsApp, Instagram, Website chat, and other online channels.
• Provide clear and accurate information about classes, schedules, memberships, promotions, pricing, and studio locations.
• Assist customers with class bookings, membership inquiries, trial class registration, and general service-related questions.
• Respond to leads promptly and professionally while maintaining a friendly, helpful, and non-pushy approach.
• Identify customer needs and provide relevant recommendations based on their interests and requirements.
• Follow up with potential customers through chat and assist them throughout the registration or purchase process.
• Escalate complex questions, complaints, or issues to the relevant team when necessary.
• Record and update customer information, inquiries, and lead status accurately in the company's CRM or customer management system.
• Maintain consistent communication standards and ensure customers receive a positive experience across all online channels.
• Coordinate with the Sales, Marketing, and Studio Operations teams when customer requests require further assistance.
• Monitor incoming messages and ensure inquiries are handled within the required response time.

Requirements

• Minimum 1 year of experience in Customer Service, Online Customer Service, Sales Support, or a similar role.
• Excellent written communication skills in Bahasa Indonesia.
• Able to understand and communicate in English, especially for written customer inquiries.
• Comfortable communicating with customers through WhatsApp, Instagram, and other chat-based platforms.
• Fast, responsive, and able to manage multiple conversations simultaneously.
• Friendly, patient, and service-oriented with a strong attention to detail.
• Able to communicate clearly without being overly pushy in sales conversations.
• Good problem-solving skills and able to handle customer complaints professionally.
• Comfortable working with CRM systems, spreadsheets, or other digital tools.
• Willing to work according to assigned shifts, including weekends or public holidays when required.
• Interest in fitness, wellness, yoga, or lifestyle brands is a plus.