Customer Experience Representative

1 week ago


Ho Chi Minh City, Vietnam Intrepid Group Full time

About Intrepid

**Your Responsibilities**
- Provide answer to customers inquiries and questions related to product information, promotions, discount vouchers, etc;
- Assist customers to order, exchange, evaluate on e-commerce platforms such as Lazada, Shopee, Tiki, TikTok etc
- Provide responses to ratings and/or reviews from customers
- Record daily chat data, through daily logs from PowerLog or manual daily logs
- Escalate to internal or external parties, if needed, through internal means of escalations process (ASANA)
- Resolve customer complaints within set SLAs (service level agreements)
- Learn new product information, promotions and discounts as updated.
- Make occasional outbound calls as needed.
- Other assignments, as provided by Management and/or Line Manager.

**Qualifications**
- 1-3 years of experience in a similar role, at a distributor, ecommerce enabler, brand, retailer, or marketplace platform
- Understanding of chat metrics of ecommerce platform
- Optimize and maximize all features relating to chat channel on platforms
- 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

**What do we offer**
- Excellent and competitive compensation package
- 5-days working week, work under flexible shift (8 working hours and 1 hours for break)
- Hybrid work environment
- Professional and open working environment - culturally integrating the best of Western and Vietnamese cultures to take the best of each and ensure we build an energetic, commercial, and fun working atmosphere.
- Annual leave for all Vietnamese holidays recognized by Vietnamese labor law and standardized 15 days personal annual leave.



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