Handle Service Complaints via WhatsApp

I’m looking for someone who can take full ownership of our WhatsApp Business inbox and give immediate, empathetic attention to customers unhappy with our service. Your focus will be on customer-service tasks only—specifically handling complaints about service dissatisfaction—so you must be comfortable staying calm under pressure, asking clarifying questions, and keeping conversations organized for easy follow-up.

You’ll reply in Bahasa Indonesia using our template responses, log every case with short notes and tags, and escalate to me whenever a refund, technical fix, or managerial decision is required. At the end of each shift I need a concise report summarizing what was resolved and what still needs attention. Experience with WhatsApp Business, Zendesk, Freshdesk, or similar CRM tools will help you ramp up faster, but the real key is reliability and a friendly tone.

Deliverables
• Real-time complaint handling during agreed hours (minimum four hours per day)
• Accurate tagging or note-taking for each chat so nothing slips through the cracks
• End-of-day spreadsheet or Google Sheet recap of all open and closed cases

Acceptance criteria
• First response time under five minutes while you’re on shift
• 100 % of chats categorized correctly (service dissatisfaction)
• No unresolved complaint left without an update for more than 24 hours

If you have the patience, time, and customer-care mindset, I’d love to hear how quickly you can start.