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.