Customer Experience Representative

7 months ago

Kuala Lumpur, Malaysia Intrepid Full time

About Us

We offer end-to-end omnichannel e-commerce management, a wide range of Digital Marketing Services and advanced Insights & Analytics, all powered by state of the art inhouse Technology to our client base of leading international brands across >10 marketplaces and multiple social platforms in all 6 SEA countries.

Brands love our regional presence, our excellent pro-active ecommerce service which is enabled by our strong team, and our advanced marketing and tech capabilities. We also partner globally with companies strong in other regions, such as in the Americas and Europe.

We deliver differentiated value to both the world's largest consumer product companies and fast-growing brands thanks to our expertise, scalability, global reach, and highly sophisticated AI and data-powered solutions. These solutions might range from simple self-service software to outsourced administration of digital commerce marketplace operations, and all in between.

With multiple locations and hubs in Singapore, Thailand, Indonesia, Vietnam, Philippines and Indonesia, Flywheel Southeast Asia’s dedicated team of >500 digital commerce and media experts are committed to providing our clients with access to vast untapped markets and solutions for major digital marketplaces in the region.

**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.

**Your responsibilities will include**:

- 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 we offer:

- Excellent and competitive compensation package
- Professional and open international working environment - culturally integrating the best of all cultures to take the best of each and ensure we build an energetic, commercial, and fun working atmosphere.
- You are one of the pioneers of a new and cutting edge Intrepid product underpinned by strong tech. You have a key position in the Flywheel Insights team working on a unique product solving complex data challenges.
- Ample opportunity for personal and professional development, both on the job and through regular training (Ecommerce topics, technical skills, soft skills and leadership training) made available on our proprietary learning platform Flywheel University
- You will work with many brilliant co-workers who are movers and s

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