Customer Service RepresentativeIntrepid Group

About Intrepid
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. Together 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 Service Specialist, 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:
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.
Whom we look for - the ideal profile:
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
What we offer:
Competitive compensation
Excellent environment to grow marketing expertise, working with marketing specialists
Opportunity to be a vital part of a fast-growing enabler in SEA, offering many careers opportunities
You will work with leading brands across different categories
English-speaking international environment, open, collaborative, and fun culture
Intrepid Group

Manila City, Metro Manila
Permanent
Full-time