Customer Support Representative (UK/US Shift - Remote)

Customer Support Representative (UK/US Shift - Remote)

IBMC is proudly assisting a fast-growing, international logistics and e-commerce supply chain platform. Our client specializes in managing critical global dispatches, cross-border shipping, and real-time order fulfillments for high-profile business clients across the United Kingdom and the United States. We pride ourselves on operational excellence, speed, and precision. To support our expanding global customer service pod, we are looking for dedicated professionals who thrive in fast-paced environments.
We are seeking a highly reliable, calm, and sharp Customer Support Representative to join our global operations team on a 100% Remote, Full-Time basis from Indonesia. In this role, you will not be taking phone calls, instead, you will own the front-line written communication (Email, Live Chat, Slack, and Helpdesk Tickets) covering time-critical UK/US business hours and tight dispatch cutoffs. The ideal candidate is a composed, quick-thinking problem solver who possesses flawless professional written English and treats data security with the highest discipline.

Key Responsibilities:

• Omnichannel Queue Management: Promptly manage, resolve, and close high-priority customer inquiries across Email, Slack channels, Live Chat, and internal helpdesk/ticketing systems.
• Time-Critical Dispatch Coordination: Monitor and safeguard daily dispatch cutoffs, coordinates quick updates with warehouses/couriers, and adapt seamlessly to last-minute shipment alterations.
• Strict Data Security & Integrity: Safely handle sensitive customer personal data, ensuring 100% compliance with strict corporate data protection guidelines and privacy protocols.
• Platform Mastery: Swiftly navigate, learn, and log information accurately across modern helpdesk platforms, order tracking software, and supply chain tools.
• Continuous System Optimization: Maintain comprehensive issue records, track client feedback patterns, and collaborate with the shift lead to improve response efficiency.

Requirements:

• Experience: Minimum 2–3 years of solid experience in International Customer Support, B2B Ticketing, or Logistics/Supply Chain Operations (prior experience handling UK/US enterprise clients is highly preferred).
• Shift Commitment: Fully comfortable working fixed schedules aligned with UK/US business hours and evening/night cutoffs (Indonesia evening/night time).
• Language Proficiency: Elite, flawless written English skills. Superior command of professional tone, grammar, and written clarity is mandatory (Conversational fluency is secondary to written mastery).
• Professional Vetting: Must pass comprehensive standard background vetting and reference checks due to strict data-handling policies.
• Composure Under Pressure: Proven ability to remain completely calm, organized, and analytical in a high-stress, fast-moving environment with rapid updates.
• Reliability & Discipline: Exceptional attendance record, punctuality, and time-management discipline to prevent coverage gaps during critical cutoff hours.
• Tech Adaptability: Tech-savvy individual capable of mastering new helpdesk software and complex order systems rapidly.
• Longevity Mindset: A strong preference for candidates seeking a stable, long-term career growth path with opportunities to progress within the global support division.

Benefits & Perks:

• Competitive monthly basic salary package.
• 100% Work-from-Home (Remote) flexibility from anywhere in Indonesia.
• Clear career progression paths into Senior Representative, Shift Lead, or Quality Assurance roles.
• Collaborative, diverse, and modern international working culture.