Customer Experience Representative (Jogja-based)

Intrepid Asia; Daerah Istimewa Yogyakarta; On-site; IDR 44,640,000 - 78,120,000; Full time

Benefits offered by this job

Comprehensive insurance

Ample leave

Exposure to SEA E-Commerce Market

Job summary

Intrepid Asia in Daerah Istimewa Yogyakarta, Indonesia is seeking a Customer Experience Representative to support managed shops by answering buyer inquiries through chat across multiple e-commerce platforms.

You will work closely with internal teams such as Vendor Acquisition, Key Account Management, Marketing, Production and Fulfillment to ensure store information, products, services and promotions are up to date, delivering real-time assistance with empathy and accuracy.

Qualifications

• 2+ years experience in Customer Service in a BPO or Captive Environment.
• Excellent English communication skills, both verbal and written.
• High typing speed.
• Minimum 1-year experience in Consumer Electronics or similar industry (customer-facing).
• Proficient in MS Word, Excel and Google Sheets.
• Strong problem-solving, listening and proactive mindset.
• Ability to multitask, prioritize and manage time effectively.
• Exposure to SEA E-Commerce Market is a plus.

Responsibilities

• Respond to buyer inquiries in a timely and accurate manner via chat.
• Identify buyer needs by asking relevant questions.
• Attend course refreshers to keep product and promotions knowledge up to date.
• Acknowledge and resolve buyer concerns and complaints.
• Analyze and report product and promotion issues.
• Update internal databases with product issues and buyer discussions.
• Monitor buyer complaints and proactively initiate outbound chat for assistance.
• Maintain a positive, empathetic and professional attitude toward customers.
• Ensure prime satisfaction of each buyer reached out via chat.

Skills

Above Average English Communication

Above Average Typing Speed

Problem-Solving

Active Listening

Proactive

Multitasking

SEA E-Commerce Exposure

Education

2+ years Customer Service experience

Tools

MS Word

Excel

Google Sheets

Job description

Who We Are

Intrepid Asia is a leading Ecommerce and Digital Solutions Provider in South East Asia. We offer end-to-end omni-channel ecommerce management, Livestreaming, Video production & Affiliate Management for Social Commerce plus full funnel 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 and social commerce in SEA, and experience what it takes to drive a successful e-commerce business end-to-end.

The team you will be part of

The Customer Experience (CX) Team plays a critical role in delivering seamless customer experiences across our digital platforms. As the first point of contact for users through chat, the team manages real-time inquiries with speed, accuracy, and professionalism—resolving issues, answering questions, and guiding customers through their shopping journey. By combining strong product knowledge with a service-first mindset, the CX Team helps drive customer satisfaction & loyalty and business performance with operational efficiency at scal

The part you will play

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, and Fulfillment to make sure information and knowledge about the store, products, services, and promotions are updated for prime satisfaction of buyers.

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
• Acknowledging and resolving 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

What We Are Looking For - The Ideal Profile

• 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

In return, you will be getting

• Operations in e-commerce is an incredibly dynamic field—marked by rapid replenishment cycles, tight fulfilment timelines, and major demand spikes during campaigns. It's fast-paced, challenging, and comes with an undeniable adrenaline rush!
• Intrepid partners with leading international brands across categories such as FMCG, fashion, and electronics—each with its own unique operational needs. With multi-warehouse and omni-channel fulfilment solutions, we create the ultimate operations playground. It's a complex, fast-paced environment with plenty to learn and tremendous satisfaction once mastered—offering strong potential for career growth and development
• You don't have to manage everything in Excel, we run a lot of processes on our advanced inhouse systems and automate where we can. Many of our warehouses are fully API integrated. Of course, being precise and good with numbers will help in any system
• As we are an international company, you will work with colleagues in country who 'own' running the daily operations and driving local improvement, supported by the senior expertise of our regional team to drive system innovation and process optimizations across countries, which creates a fantastic learning environment

We also offer

Best of Both Worlds

We are a scale up: the sophistication of a small multinational, with the agility of a start-up. This means you get to work on cutting-edge projects, and besides your 'standard' job description, we love to see you show entrepreneurial initiative and want to see your take on how you can take your role and our company to the next level. Good ideas get implemented. You are the master of your own destiny.

Culture that Brings Out the Best

At Intrepid, culture is not just a buzzword, it is what we practice at work every day. We believe in collaboration over competition, transparency over politics, and willingness to learn over ego. You will be part of a team where people genuinely support one another, celebrate wins together, and face challenges head-on as one. We put our all into the work but we balance it with fun, whether that is through team lunches, after-work hangouts, events or shared laughter in the office. This is a place where you can thrive professionally while having a great time.

Grow Without Limits

Learning at Intrepid is constant and dynamic. You will have access to formal training through face-to-face sessions, coaching and our very own Intrepid Academy. On top of that, real-world experience such as leading clients, working with advanced tech, and mastering best-in-class processes will accelerate your growth every step of the way. Surrounded by a talented team that raises the bar daily, in a rapidly growing and ever-expanding business, the opportunities for your development are endless.

Rewarding You Right

We believe great work deserves great rewards at Intrepid. That's why we offer competitive compensation and generous benefits, including comprehensive insurance and ample leave, to support you both in and out of the workplace. We want you to feel valued, cared for, and empowered to bring your best self to work every day.