Customer Service (Live Chat) - 12 months (3rd Party Contract), Scommerce (Bukit Raja)

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

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

About the Team:

Job Description:

• 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

Requirements:

• Candidates must be able to commute to the Unit WA-L2-A1, WA-L2-A2, WA-L2-A3 Bukit Raja Industrial Complex, Jalan Keluli 2B/KU2, Taman Perindustrian Bukit Raja, 41050 Klang, Selangor
• Willing to work on rotational shifts, weekends and public holidays
• Overtime (OT) is applicable if required
• This position will be assigned to a third-party vendor
• Minimum SPM qualification; diploma or higher preferred
• Prior experience in customer service, call center, or live chat support is an advantage
• Proficient in written and spoken English and Bahasa Malaysia
• Strong communication and problem-solving skills
• Ability to multitask and work under pressure in a fast-paced environment
• Must be a team player with a proactive attitude