Intrepid Group (www.intrepid.asia) is a leading regional Digital and Ecommerce Services Provider in South East Asia. We offer end-to-end omni-channel eCommerce management, a wide range of Digital Marketing Services, and advanced Insights & Analytics, all powered by state-of-the-art in-house Technology to our client base of leading international brands across
10 marketplaces and multiple social platforms in all 6 SEA countries. Brands love our regional presence, our excellent pro-active eCommerce service, which is enabled by our strong team, and our advanced marketing and tech capabilities.
We are part of Ascential (https://www.ascential.com), a global leader in information, analytics, and eCommerce optimization. With Ascential, Intrepid is growing rapidly, with many exciting opportunities to work with leading brands and eCommerce platforms across multiple categories. By joining us, you'll get to experience what it takes to drive a successful eCommerce business end to end.
The Role:
As a Customer Experience Agent, 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.
Your responsibilities will include the following:
- Learn new product information, promotions, and discounts as updated.
- Provide answers to customers' inquiries and questions related to product information, promotions, discount vouchers, etc.
- Assist customers in ordering, exchanging, and evaluating e-commerce platforms such as Lazada, Shopee, Tokopedia, etc.
- Resolve customer complaints within set SLAs (service level agreements);
- Response to ratings and reviews from customers.
- Escalate to internal or external parties, if needed, through internal means of escalations process (ASANA);
- Record daily chat data through daily logs from Power Log or manual daily logs;
- Other assignments, as provided by Management and Line Manager.
- Minimum of 1-year experience in Customer Service in a BPO or Captive Environment, primarily handling chats.
- Average English Communication Skills, both verbal and written.
- Above Average Typing Speed (minimum 40 WPM, which will be tested during the online interview).
- 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.
- Competitive salary package, performance-based
- Key external-facing position in a fast-growing international eCommerce company with strong momentum and strong competitive differentiators (team, technology, regional footprint); this role offers an exciting growth journey and the opportunity to co-create our success story.
- In the coming years, you will work with leading brands across different categories to shape their presence across all eCommerce platforms. You will have a broad view of the latest Southeast Asian eCommerce ecosystem developments.
- Ample opportunity for personal and professional development, both on the job and through regular training (Ecommerce topics, soft skills, and leadership training)
- English-speaking environment, open, collaborative, and fun culture, and a lovely & centrally located office (*currently WFH with Covid)
- Additional annual leave for Christmas Eve (besides regular yearly break for all Indonesian holidays recognized by Indonesian labor law and 12 days yearly personal leave).
Intrepid Group