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Shopee

CS Escalation Agents (Shopee)

Shopee
Malaysia
3-5 Years

This job is no longer accepting applications

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  • Posted a month ago

Job Description

Job Description:

  • Managed escalated cases from buyers, sellers, and platform users, including walk-in customers.
  • Handled backlogs, high-risk cases, and complex complaints with professionalism and a service-oriented mindset.
  • Analyzed issues to identify root causes and monitored contact trends to prevent recurring problems.
  • Coordinated with cross-functional teams to develop effective end-to-end solutions.
  • Communicated effectively with dissatisfied customers and proposed appropriate resolutions.
  • Supported management by preparing escalation reports and providing recommendations for process improvements.

Requirements:

  • Minimum of 3 years experience in customer service and escalation handling (experience in E-Commerce or Tech industries is a strong advantage).
  • Skilled in managing complex and high-stakes customer cases involving Shopee buyers, sellers, and users.
  • Strong analytical, problem-solving, and negotiation skills with the ability to manage critical situations effectively.
  • Experience in face-to-face service or handling walk-in customers is an advantage.
  • Excellent coordination and communication skills across teams and with stakeholders.
  • Fluent in Thai with professional working proficiency in English.

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
E-Commerce Or Tech
Employment Type:
Full time

About Company

Shopee

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 129629135

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Last Updated: 04-11-2025 02:32:00 PM
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