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Shopee

L2 Customer Service Agent - SG ShopeePayLater, Monee (6-month-contract)

Shopee
Malaysia, Kuala Lumpur
1-3 Years

This job is no longer accepting applications

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  • Posted 2 months ago

Job Description

Job Description:

  • Respond promptly and professionally to customer inquiries and complaints through phone, email, and chat, ensuring all issues are resolved in a timely and satisfactory manner.
  • Provide clear and accurate information regarding products, services, policies, and procedures to enhance customer experience.
  • Identify and escalate complex customer issues to the appropriate teams, ensuring effective follow-up to guarantee resolution and customer satisfaction.
  • Monitor and analyze trends and patterns in customer inquiries and complaints, offering valuable feedback to cross-functional teams to drive improvements in products, services, and processes.
  • Meet or exceed established performance metrics, including customer satisfaction scores, first contact resolution rates, and response times.
  • Maintain accurate and complete customer records and logs.
  • Stay informed with product and service knowledge, and participate in training and development activities as required.
  • Handle other tasks and responsibilities as assigned by the supervisor to support team objectives and enhance overall service quality.

Requirements:

  • Diploma or equivalent additional certifications in customer service or related fields are a plus.
  • 1+ years of experience in customer service, preferably in a contact center environment.
  • Strong communication skills, with the ability to communicate effectively via phone, email, and chat.
  • Demonstrated strong customer service skills with a proven track record of effectively resolving customer issues promptly and to their satisfaction.
  • Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
  • Fluent in English is a must
  • Ability to work independently and as part of a team.
  • Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
  • Availability to work flexible hours, including evenings and weekends, as required

Diploma

More Info

Job Type:
Permanent Job
Industry:
Internet/E-commerce
Function:
Customer Service
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: 128409233

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Last Updated: 14-10-2025 02:07:22 PM
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