senior Customer Service Representative(chat)Intrepid Group

As Senior Customer Service Representative(Chat), you are responsible to lead, oversee, and participate in the more complex and difficult work of customer experience representatives responsible for supporting managed shops by answering buyer inquiries through chat from different e-commerce platforms, such as Lazada and Shopee. You will lead and participate in providing resolutions to online customers' complaints and queries on our brand partners' store in a professional, polite, and concise manner. You will work with the Customer Service Head in identifying training needs and process improvement to ensure maximum satisfaction of both customers and brand partners.
In this critical customer-facing role, a key component is to be able to work closely with various internal and external departments that includes, but not limited to, Key Account Management, Marketing, Production, and Operations to make sure information and knowledge about the store, products, services and promotions are communicated in the right manner to customer experience representatives and buyers of our brand partners' e-stores.
Essential Duties and Responsibilities:
Handle complex and unresolved issues from less experienced customer service representative
Deliver appropriate and relevant information, and when not in the position to, refer customer(s) to appropriate departments.
Supervise the activities of lesser customer service representatives in the accomplishment of customer care goals.
Participate in implementation or improvement of initiatives associated with customer service.
Investigate and respond to every inquiry and complaints from customers regarding brand partners' products.
Collaborate with department head and management in establishing standards for best customer support.
Participate in recruiting and training new customer service employees.
Respond to inquiries and queries from customers and provide a thorough and speedy resolve.
Ensure satisfaction of customer needs in the best possible way.
Qualifications
Candidate must possess at least Bachelor's/College degree
3-5 years of experience in a similar role, at a distributor, ecommerce enabler, brand, retailer, or marketplace platform..
Analytical skills and attention to details
Team working skills
Ability to thrive effectively under pressure
Good written and verbal communication skills
Good problem-solving and people skills
Effective presentation and organizational skills
Self-motivated with ability to multitask
Intrepid Group

Manila City, Metro Manila
Permanent
Full-time