Customer Experience Representative

4 months ago

Kuala Lumpur, Malaysia Intrepid Full time

**About Us**

Flywheel SEA (formerly known as Intrepid Group)

Ascential Group

With more than 2,000 employees across five continents, Ascential combines local expertise with a global footprint for clients in over 120 countries. Ascential is headquartered in the UK and listed on the London Stock Exchange.

**The role**
As Customer Experience Representative, you will be responsible for supporting managed shops by
answering buyer inquiries through chat on different e-commerce platforms, such as Lazada and Shopee.
You are the first point of contact for online customers in our brand partners’ stores and handle incoming
conversations in a professional, clear, and concise manner to provide help and solutions real-time. Also,
you answer reviews from customers, communicate promotions to the existing customer base and
proactively reach out to customers in the buying funnel.
In this critical customer-facing role, a key component is to be able to work closely with various internal
and external departments that includes, but not limited to, Key Account Management, Marketing,
Production, and Operations to make sure information and knowledge about the store, products,
services and promotions are communicated in the right manner to buyers of our brand partners’ e
- stores.

**Responsibilities**:

- Respond to buyer inquiries via chat as per the company’s service level agreement
- Provide diligent and friendly service to ensure seamless customer experience.
- Increase sales performance through cross-selling and upselling.
- Contribute to the whole organization’s goal to maximize customer retention.
- Ensure chat response time and chat response rate SLAs are met.
- Ensure concern/s are addressed as per operational procedure.
- Identify the needs of buyers by asking relevant probing questions.
- Ensure all chats are logged for CRM.
- Attend course refreshers to ensure knowledge about the products and promotions are up to

date.
- Acknowledging and resolving buyer concerns and / or complaints.
- Analyze and report product and / or promotion issues.
- Update internal databases with information about product issues and useful 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.
- Active collaboration with internal and external stakeholders addressing buyer concerns and

inquiries.
- Ensure all escalations are recorded in the designated platform and follow-ups are made

accordingly.

**Who we look for - the ideal profile**:

- First and foremost: passion for customer service, you are willing to go the extra mile to make

our brand partners’ customers happy.
- Good understanding of customer needs and excellent chat communication skills.
- Experience in customer service, preferably in a chat customer service role with outbound and

inbound responsibilities.
- Professional, service-oriented and willingness and ability to learn about product knowledge.
- Fluent in Malay and English both written and spoken.
- Experience in the e-commerce industry.

**What do we offer**
- Competitive salary.
- Key external facing position in a fast-growing international ecommerce company that has strong

momentum and is at the forefront of a new industry in South East Asia.
- You will work with leading brands across different categories and learn about their products,

tone of voice and customer service needs.
- English speaking environment, open, collaborative and fun culture.
- Hybrid work arrangements.
- Note: we will not be accepting any unsolicited resumes or CVs from headhunting or recruitment agencies at this point. Any CVs or profiles shared with us will not be entertained, and in the event of dispute, Intrepid will not be liable for any material compensation to third parties_

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