Customer Service Agent - SPayLater/ShopeePay

Monee; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Monee in Kuala Lumpur is looking for a Customer Service Representative to handle customer inquiries and complaints via phone, email, and chat. Responsibilities include providing accurate information, escalating issues, and maintaining customer records. Candidates should have a high school diploma, at least one year of customer service experience, and strong communication and problem-solving skills. Familiarity with customer service software is preferred. Flexibility in working hours is required.

Qualifications

• 1+ years of experience in customer service, preferably in a contact center environment.
• Excellent problem-solving and critical-thinking skills.
• Ability to work flexible hours, including evenings and weekends.

Responsibilities

• Respond to customer inquiries and complaints via phone, email, and chat.
• Provide accurate information to customers about products and services.
• Escalate complex customer issues to the appropriate teams.
• Identify trends and patterns in customer inquiries and provide feedback.

Skills

Strong communication skills

Customer service skills

Problem-solving skills

Ability to work independently

Familiarity with customer service software

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Job description

Responsibilities

• Respond to customer inquiries and complaints via phone, email, and chat, and ensure that all customer issues are resolved in a timely and satisfactory manner.


• Provide accurate information to customers about products, services, policies, and procedures.


• Escalate complex customer issues to the appropriate teams, and follow up to ensure that issues are resolved to the customer's satisfaction.


• Identify trends and patterns in customer inquiries and complaints, and provide feedback to cross-functional teams to help improve products, services, and processes.


• Meet or exceed established performance metrics, including customer satisfaction, first contact resolution, and response time.


• Maintain accurate and complete customer records and logs.


• Stay up-to-date with product and service knowledge, and participate in training and development activities as required.


• Handle other tasks and responsibilities as assigned by the supervisor.

Requirements

• High school diploma or equivalent.


• 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.


• Strong customer service skills, with a proven ability to resolve customer issues in a timely and satisfactory manner.


• Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.


• 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.