At PT Digital Nusantara Service, I handle 60–80 live chat interactions each day for e-commerce support, with response times below SLA.
I resolve customer issues and achieved 95%+ customer satisfaction. I also escalate technical and sensitive cases to Tier 2 support.
I use templated and personalized responses while managing multiple chats, and I assisted new team members with onboarding guidance and chat handling best practices.
As a freelance Customer Support & Online Sales Admin, I handled customer inquiries through WhatsApp and Shopee and Tokopedia marketplace chats, including complaints, refunds, and order issues. I provided fast, friendly service that increased repeat customers.
