Customer Service Executive

23 hours ago


Selangor, Malaysia Intrepid Group Full time

About Intrepid

Intrepid is a fast-growing and industry-leading ecommerce enabler, making sellers and brands successful in Ecommerce on all marketplace platforms across South East Asia through a combination of software solutions and value-added services across store management, online marketing, customer service (e.g. chat), data & intelligence, and fulfilment & logistics. The company operates in Indonesia, Philippines, Singapore, Vietnam, Thailand and Malaysia, was built by ex-Lazada founders and is run by a young, enthusiastic and energetic team, looking to help brands and sellers seize the full potential of the ecommerce opportunity in South East Asia.

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 on 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 pro-actively 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 in a timely and accurate manner via chat.
- 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 properly
- Identify needs of buyers by asking relevant probing questions.
- 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.

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 English, preferably in Mandarin Chinese and Malay as well to deal with clients' queries

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



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