Customer Experience Specialist — Real-Time Chat & Support

Intrepid Asia; Kota Yogyakarta; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Intrepid Asia is seeking a Customer Experience Representative in Indonesia to support managed shops via chat across e-commerce platforms. You will respond promptly, ask the right questions, and provide real-time help to buyers, while coordinating with internal teams to keep product and promo information up to date.

Join a dynamic, cross-functional environment with opportunities to grow as you support vendors, key accounts, marketing, production, and fulfillment to ensure superior buyer

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.

Responsibilities

• 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.

Skills

Customer service

English communication

Multitasking

Time management

Problem solving

Tools

MS Word

Excel

Google Sheets

Job description

Intrepid Asia is seeking a Customer Experience Representative in Indonesia to support managed shops via chat across e-commerce platforms. You will respond promptly, ask the right questions, and provide real-time help to buyers, while coordinating with internal teams to keep product and promo information up to date.

Join a dynamic, cross-functional environment with opportunities to grow as you support vendors, key accounts, marketing, production, and fulfillment to ensure superior buyer