Customer Service Agent — Live Chat & Ops Support

Shopee; Kuala Lumpur; On-site; MYR 33,000 - 58,000; Full time

Job summary

Shopee Malaysia is seeking an enthusiastic Customer Service Associate to handle buyer chats and ensure service levels are met. You will work with CS, Warehouse, and Logistics teams to resolve issues and drive process improvements.

Responsibilities include delivering excellent support within SLAs, owning customer concerns, and maintaining strong communication across teams in a fast-paced, rotating-shift environment. You will be assigned to a third-party vendor.

Qualifications

• Minimum SPM qualification; diploma or higher preferred.
• Experience in customer service is an advantage.
• Proficient in written and spoken English and Bahasa Malaysia.

Responsibilities

• Handle incoming buyer chats via Shopee's live chat platform.
• Deliver excellent customer service in line with SLA standards.
• Coordinate with internal teams (CS, Warehouse, Logistics) to resolve issues.
• Take ownership of customer concerns and follow through to resolution.
• Identify and suggest process improvements.
• Achieve daily performance KPIs set by the regional team.

Skills

Customer service

Communication

English

Bahasa Malaysia

Problem-solving

Teamwork

Education

SPM qualification

Diploma or higher preferred

Job description

Shopee Malaysia is seeking an enthusiastic Customer Service Associate to handle buyer chats and ensure service levels are met. You will work with CS, Warehouse, and Logistics teams to resolve issues and drive process improvements.

Responsibilities include delivering excellent support within SLAs, owning customer concerns, and maintaining strong communication across teams in a fast-paced, rotating-shift environment. You will be assigned to a third-party vendor.