Customer Experience Representative

About Us

Intrepid Asia is a leading Ecommerce and Digital Solutions Provider in South East Asia. We offer end-to-end omni-channel ecommerce management, a wide range of Digital Marketing Services and advanced Market Intelligence, all powered by state of the art inhouse Technology to our client base of leading international brands across all key marketplaces and social platforms in all 6 SEA countries. Brands love our regional presence, our excellent data-driven and growth-focused services which are enabled by the strongest team in the industry, and our advanced marketing and tech capabilities.

We are growing rapidly and as the exclusive partner of Flywheel in SEA, we offer many exciting opportunities to work with leading brands across multiple categories and key industry players. By joining us, you will work on the cutting edge of digital commerce in SEA, and experience what it takes to drive a successful ecommerce business end to end.

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 Intrepid 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 Intrepid University
- You will work with many brilliant co-workers who are movers and shakers of the industry, as well as with leading brand and ecosystem partners across all categories to shape their presence across all ecommerce platforms in the years to come, and will have a broad view on the latest developments in the South East Asian e-commerce ecosystem
- Note: we will not be accepting any unsolicited resumes or CVs from headhunting o