Customer Service Agent L1 (Night Shift) – Remote/WFH

Customer Service Agent L1 (Night Shift) – Remote/WFH

About Mimin

Mimin is an official Meta Business Solution Provider (BSP), offering a unified LLM-AI Chatbot and Voice AI platform for businesses across Indonesia, Malaysia, Singapore, and Australia.

We're currently hiring a Customer Service Agent L1 to support the internal team of our enterprise clients in using the Mimin platform.

About the Role

This role supports the client's internal team (not end-customers) in using the Mimin platform — omnichannel inbox, broadcast/blast, and chatbot. The focus is on platform operational support, not conventional external customer service.

Work Arrangement

- Onboarding (before go-live): Remote training with our Delivery team based on our standard handling & escalation SOP

- Steady-state: Fully remote (WFH) from your home city from day one, night shift 9:00 PM–6:00 AM (WIB), on a weekly rotation with partner, Daily catch up with our delivery team to maintain the service quality.

Responsibilities

- Serve as the first point of contact for questions or issues related to using the Mimin platform, raised by the client's internal team, covering the omnichannel inbox, broadcast/blast, and chatbot

- Assist with basic troubleshooting: password/access resets, guidance on sending broadcasts, chatbot setup/usage guidance, answering general dashboard FAQs

- Escalate technical issues beyond L1 scope to the relevant team per SOP

- Accurately document every interaction/ticket and prepare shift handover reports

Requirements

- Minimum Diploma (D3), any major

- Minimum 1 year of experience in a customer-facing role or platform/software operational support (CS, call center, technical/product support, or similar)

- Comfortable with or quick to adapt to dashboards/software (SaaS, CRM, broadcast tools, or similar)

- Experienced handling multi-channel communication (chat, WhatsApp, email)

- Strong written communication skills, problem-solving, attentive and patient

- Able to communicate in written English (written)

- Willing to work night shifts on a regular basis and work remotely (WFH) permanently

- Must own a personal laptop suitable for work use, plus a stable internet connection

- Nice to have: experience using WhatsApp Business/omnichannel platforms, chatbot builders, or working in a regulated industry (healthcare/fintech)

Benefits

- Competitive salary

- BPJS Health & Employment insurance

- Fully remote onboarding and training, no relocation needed

- Flexible, fully remote working environment with full team support

Location: Remote/WFH, candidates based in Solo, Yogyakarta, and surrounding areas preferred

Job Type: Full-time