Customer Service Intern

ONA Indonesia, an affiliate company of Destination Group, is a personal care electronics brand dedicated to serving the needs of digital-savvy modern individuals. With a vision to become a celebrated local brand with international reach, we have made waves with our first hero product, a high-speed hairdryer that quickly went viral. Our commitment to innovation and quality sets us apart as we continue to bring cutting-edge, high-quality electronic devices for our discerning customers.

Job Description & Key Responsibilities:

• Respond promptly to customer inquiries via chat, email and other platforms. 
• Provide accurate product and service information to customers. 
• Meet or exceed customer service performance metrics (e.g., response time, satisfaction scores). 
• Handle complaints in a professional, empathetic, and solution-oriented manner. 
• Identify root causes of issues and provide effective solutions. 
• Escalate complex issues to relevant teams when necessary. 
• Follow up with customers to ensure resolution and satisfaction. 
• Maintain a friendly, clear, and on-brand communication style. 
• Maintain accurate records of customer interactions, transactions, and feedback. 
• Recap daily customer chats across all marketplaces to track volume and analyze trends. 
• Handle warranty processes end-to-end: claim verification (invoice, issue proof, shipping receipt), coordination, and customer updates (max. 7 working days). 
• Coordinate with inventory team for replacement items and prepare shipment details. 

Requirements:

• Bachelor's degree in any major. 
• Fresh graduates are required; prior internship experience is a plus. 
• Has strong communication skills (clear, friendly, and well-structured writing).
• Has solid problem-solving skills and attention to detail. 
• Prior internship experience using customer support tools (e.g., CRM systems, helpdesk software) is a plus.
• Ability to multitask and manage time effectively.
• Customer-oriented mindset with a positive attitude.
• Familiar with e-commerce platforms (such as Shopee, Tiktok Shop, etc.)