Customer Experience Representative

About the Role: Intrepid Asia is a leading Ecommerce and Digital Solutions Provider in South East Asia. We are looking for a Customer Experience Representative to be the first point of contact for users through chat. You will manage real-time inquiries with speed, accuracy, and professionalism to guide customers through their shopping journey.

What You'll Do

• Respond to buyer inquiries in a timely and accurate manner via chat from different e-commerce platforms.
• Acknowledge and resolve buyer concerns, identifying needs by asking relevant probing questions.
• Update internal databases with information about product issues and valuable discussions with buyers.
• Monitor buyer complaints and proactively initiate outbound chat to aid assistance.
• Work closely with internal and external departments (Marketing, Fulfillment, etc.) to ensure information is updated for buyers.

What You Bring

• Minimum of 2 years of experience in Customer Service in a BPO or Captive Environment.
• Above average English communication skills, both verbal and written, and an above-average typing speed.
• Minimum of 1-year experience in Consumer Electronics or a similar industry (Customer Facing or Chat Support).
• Proficiency in MS Word, Excel, and Google Sheets, with excellent problem-solving and multitasking skills.
• Bonus: Background or exposure to the SEA E-Commerce Market.

Benefits

• Competitive compensation and generous benefits, including comprehensive insurance and ample leave.
• Access to formal training through face-to-face sessions, coaching, and the Intrepid Academy.
• A culture of collaboration, transparency, and fun in a dynamic, fast-paced scale-up environment.
• Remote work flexibility based in Yogyakarta, Indonesia.