Escalation Agent (Return & Refund) - Operations, SG Marketplace

Shopee; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading company seeks a Customer Service Quality Assurance professional to improve service quality. The role involves analyzing customer service operations, resolving escalations, and generating reports while fostering a culture of continuous improvement. Ideal candidates will have experience in QA or customer service with a strong attention to detail.

Qualifications

• At least 1 year of experience in QA or Customer Service.
• Strong process orientation, capable of following and adapting to changes.
• Good team player with a positive attitude.

Responsibilities

• Respond to and resolve escalations from the internal department.
• Identify trends and root causes behind escalations.
• Compile and review payment reports for accuracy.

Skills

Problem Solving

Critical Thinking

Attention to Detail

Teamwork

Job description

Job Description

• Respond to and resolve escalations from the internal department in a timely and effective manner.
• Identify trends and root causes behind escalations and provide feedback to relevant teams for continuous improvement.
• Assist with ad hoc tasks, special projects, and process documentation as required.
• Understand the key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
• Compile, review and send payment reports to ensure accuracy and completeness before submission.
• Assist with ad hoc tasks, special projects, and process documentation as required.
  
  

Requirements

• At least 1 year of experience in QA or Customer Service.
• Possess critical thinking and problem-solving skills.
• Self-starter with a strong sense of curiosity.
• Previous work experience in a similar role as a Customer Service QA or in a BPO (Business Process Outsourcing) setting.
• Strong process orientation, with the ability to follow processes and adapt to changes.
• Strong attention to detail, ensuring all reports are accurate and error-free before submission
• Good team player with a positive attitude and a strong sense of integrity and responsibility.
• Exposure to a customer-oriented environment with a focus on delivering quality service.