Email Customer Service Admin

I’m looking for a freelance admin who can take full ownership of our customer-service mailbox. Your main focus will be replying to incoming emails, resolving issues, and making sure every customer feels heard and helped in a friendly, professional tone.

Here’s what the work looks like day to day:
• Monitor the shared inbox during agreed-upon hours and acknowledge each new message quickly.
• Identify the customer’s need, find the right answer in our knowledge base, and draft a clear, empathetic reply.
• Flag anything urgent or unusual to me right away.
• Keep conversation threads tidy, update internal notes, and track common questions so we can improve our FAQs later.

To succeed you should already be comfortable with email support workflows and basic ticketing or CRM tools (Gmail, Outlook, Help Scout, Zendesk—whichever you prefer is fine as long as you keep everything organised). Clear written Bahasa Indonesia is essential; confident English is a plus for the occasional international request.

Deliverables I expect:
1. Inbox kept at zero unread by the end of each shift.
2. Daily recap listing handled tickets, pending items, and any trends you notice.

If you’re attentive, patient, and enjoy delighting customers through email, I’d love to hear how soon you can start and which hours you’re available.