CX Escalations Specialist - Fast, Cross-Team Resolutions

Shopee; Kuala Lumpur; Presencial; MYR 33 000 - 67 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

English proficiency

Microsoft Excel

Microsoft Word

Cross-functional teamwork

Ability to work under pressure

Multi-tasking

Shift/rotation work

Formação académica

Diploma / Bachelor's Degree in any field

Ferramentas

Microsoft Excel

Microsoft Word

Descrição da oferta de emprego

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.