E-Commerce CX Chat Specialist

Intrepid; Kota Yogyakarta; On-site; IDR 78,120,000 - 122,760,000; Full time

Benefits offered by this job

Comprehensive insurance

Ample leave

Job summary

Intrepid Asia is seeking a Customer Experience Representative to support managed shops by answering buyer inquiries via chat on multiple e-commerce platforms. You will collaborate with Vendor Acquisition, Key Account Management, Marketing, Production and Fulfillment to keep information up-to-date and drive buyer satisfaction.

You will work as a frontline liaison with internal teams, ensuring accurate product details, timely responses, and proactive help to enhance the buyer journey across

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 Chat/Phone Support).
• Proficient in MS Word and Excel as well as Google Sheets.
• Excellent in Problem-Solving, Active Listening and Proactive attitude.
• Ability to multitask, prioritise and manage time effectively.
• Advantage if has SEA E-Commerce market exposure.

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 product knowledge 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

Typing Speed

Problem-Solving

Multitasking

SEA E-Commerce exposure

Tools

MS Word

MS Excel

Google Sheets

Job description

Intrepid Asia is seeking a Customer Experience Representative to support managed shops by answering buyer inquiries via chat on multiple e-commerce platforms. You will collaborate with Vendor Acquisition, Key Account Management, Marketing, Production and Fulfillment to keep information up-to-date and drive buyer satisfaction.

You will work as a frontline liaison with internal teams, ensuring accurate product details, timely responses, and proactive help to enhance the buyer journey across