Customer Experience (Escalation) Specialist - SPX

Shopee; Kuala Lumpur; On-site; MYR 33,000 - 67,000; Full time

Job summary

Shopee Malaysia is seeking a customer support specialist to handle inquiries across emails, live chat and calls, ensuring timely resolutions and high satisfaction.

You will update daily trackers for last mile operations, work with cross-functional teams, and escalate urgent cases while maintaining accurate information for stakeholders.

Fresh graduates with a Diploma or higher are welcome; English fluency and MS Office skills are essential; shift rotations are required.

Qualifications

• Fluent in English with strong written and verbal communication.
• Diploma or degree in any field; fresh graduates welcome.
• Experience in a call center or e-commerce/logistics is a plus.

Responsibilities

• Handle inbound/outbound inquiries and provide resolutions to end users.
• Handle complaints and issues highlighted by user.
• Escalate and call back for urgent cases via emails, live chat, and calls.
• Communicate information to Shopee users and external partners.
• Update daily trackers for first/middle/last mile operations.
• Provide information to stakeholders about tracker performance.
• Work cross-functionally to push for process and system improvements.
• Perform ad-hoc tasks as requested by department head.
• Identify user issues, determine causes, and explain solutions.
• Respond to customer queries in a timely and accurate way via in-house ticketing system.

Skills

English proficiency

Microsoft Excel

Microsoft Word

Cross-functional teamwork

Ability to work under pressure

Multi-tasking

Shift/rotation work

Education

Diploma / Bachelor's Degree in any field

Tools

Microsoft Excel

Microsoft Word

Job description

• Handle inbound/outbound inquiries, and feedback and provide resolutions to end user.
• Handling complaints and issues highlighted by user.
• Primarily handle escalations, and call back for urgent cases via emails, live chat, and calls.
• Communicate effectively by providing accurate information to Shopee users and external partners.
• Update daily trackers for first / middle / last mile operational functions in Shopee Xpress.
• Provide information to stakeholders about daily tracker performance or whenever required.
• Work cross-functionally across multiple teams to push for process and system improvements.
• Perform ad-hoc tasks as requested by the department head/reporting line.
• Identifying the user issue, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
• Respond to customer queries in a timely and accurate way, via an in-house ticketing system.

Job Description

• Handle inbound/outbound inquiries, and feedback and provide resolutions to end user.
• Handling complaints and issues highlighted by user.
• Primarily handle escalations, and call back for urgent cases via emails, live chat, and calls.
• Communicate effectively by providing accurate information to Shopee users and external partners.
• Update daily trackers for first / middle / last mile operational functions in Shopee Xpress.
• Provide information to stakeholders about daily tracker performance or whenever required.
• Work cross-functionally across multiple teams to push for process and system improvements.
• Perform ad-hoc tasks as requested by the department head/reporting line.
• Identifying the user issue, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
• Respond to customer queries in a timely and accurate way, via an in-house ticketing system.

Requirements

• Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any field or equivalent.
• Fresh graduates and experienced candidates with a minimum of 1 year of working experience in a call center environment (Preferably in the e-commerce sector or logistics industry).
• Moderate or Strong knowledge of Microsoft Office programs – proficiency in Microsoft Excel, and Microsoft Word.
• Excellent written and verbal communication skills in English, and proficiency in other additional languages such as Malay, Cantonese, or Mandarin will be an advantage.
• Able to work under pressure.
• Ability to work with cross-functional teams to coordinate for desired output.
• Self-motivated, positive attitude and ability to manage multiple tasks in a fast-paced environment.
• Passionate towards customer satisfaction.
• Able to work on a shift or rotation basis.