[Hiring] Customer Experience Representative @Intrepid Asia

Role Description

As a Customer Experience Representative, you will be responsible for supporting managed shops by answering buyer inquiries through chat from different e-commerce platforms. You are expected to handle received conversations professionally, clearly, and concisely to provide real-time help and solutions.

As front-liners of the business, another critical component to this role is to be able to work closely with various internal and external departments that include, but are not limited to:

• Vendor Acquisition
• Key Account Management
• Marketing
• Production
• Fulfillment

As a Customer Experience Representative, you will:

• Respond to buyer inquiries in a timely and accurate manner via chat.
• Identify the needs of buyers by asking relevant probing questions.
• Attend course refreshers to ensure knowledge about the products and promotions is up to date.
• Acknowledge and resolve buyer concerns and complaints.
• Analyze and report product and promotion issues.
• Update internal databases with information about product issues and valuable discussions with buyers.
• Monitor buyer complaints and proactively initiate outbound chat to aid assistance.
• Maintain a positive, empathetic, and professional attitude toward customers.
• Ensure prime satisfaction of each buyer who reached out via chat.

Qualifications

• Minimum of 2 years experience in Customer Service in a BPO or Captive Environment
• Above Average English Communication Skills, both verbal and written
• Above Average Typing Speed
• Minimum of 1-year experience in Consumer Electronics or a similar industry (Customer Facing or Phone/Chat Support)
• Proficient in MS Word and Excel as well as Google Sheets
• Excellent in Problem-Solving skills, Effective Listening, and Proactive
• Ability to multitask, prioritize, and manage time effectively
• Advantage if has background or exposure to SEA E-Commerce Market

Benefits

• Dynamic field with rapid replenishment cycles and tight fulfilment timelines.
• Opportunities to work with leading international brands across various categories.
• Access to advanced inhouse systems and automation processes.
• Collaboration with local colleagues and support from a regional team.
• Work on cutting-edge projects with the freedom to show entrepreneurial initiative.
• Supportive culture that emphasizes collaboration, transparency, and learning.
• Access to formal training and real-world experience for continuous growth.
• Competitive compensation and generous benefits, including comprehensive insurance and ample leave.