Customer Experience Representative(Remote -Jogja Based)

Intrepid Asia; Jakarta Selatan; Remote; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading Ecommerce and Digital Solutions Provider is seeking a Customer Experience Representative in Jogja. You will support managed shops by answering buyer inquiries on e-commerce platforms, ensuring a seamless customer experience. Ideal candidates possess strong customer service skills, fluent in Malay and English, and have experience in chat roles. The position offers a competitive compensation package and opportunities for professional development.

Benefits

Excellent compensation package

Professional international working environment

Opportunities for personal and professional development

Qualifications

• Fluent in Malay and English (written and spoken).
• Experience in customer service, preferably in a chat role.
• Good understanding of customer needs.

Responsibilities

• Respond to buyer inquiries via chat according to service level agreements.
• Provide friendly service for seamless customer experience.
• Increase sales performance through cross-selling and upselling.

Skills

Customer service

Communication skills

Chat support

Sales performance

E-commerce understanding

Job description

Overview

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, powered by inhouse Technology to our client base of leading international brands across SEA. We pride ourselves on data-driven, growth-focused services and a strong team with advanced marketing and tech capabilities. We are growing rapidly and as the exclusive partner of Flywheel in SEA, offering opportunities to work with leading brands across multiple categories.

Role

As Customer Experience Representative, you will support managed shops by answering buyer inquiries through chat on 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 conversations in a professional, clear, and concise manner to provide help and real-time solutions. You will also answer reviews, communicate promotions to the customer base and proactively reach out to customers in the buying funnel.

Responsibilities

• 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 organization's goal to maximize customer retention
• Ensure chat response time and chat response rate SLAs are met
• Address concerns 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 keep product and promotion knowledge up to date
• Acknowledge and resolve 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 provide assistance
• Maintain a positive, empathetic and professional attitude toward customers
• Ensure customer satisfaction for chats
• Collaborate with internal and external stakeholders to address buyer concerns and inquiries
• Record escalations in the designated platform and follow up accordingly

Qualifications

• Based in Jogja
• Passion for customer service and willingness to go the extra mile to satisfy customers
• Good understanding of customer needs and excellent chat communication skills
• Experience in customer service, preferably in a chat role with outbound and inbound responsibilities
• Professional, service-oriented and eager to learn product knowledge
• Fluent in Malay and English (written and spoken)
• Experience in the e-commerce industry

What we offer

• Excellent and competitive compensation package
• Professional and open international working environment
• Opportunity to work on a new Intrepid product underpinned by strong tech
• Ample opportunity for personal and professional development via training on Intrepid University
• Collaborate with brilliant colleagues and leading brand partners across categories

Note: We will not be accepting unsolicited resumes or CVs from headhunting or recruitment agencies. Any CVs or profiles shared will not be entertained, and Intrepid will not be liable for any material compensation to third parties.