L1 Customer Service Agent (1-year Third Party Contract), ShopeePay

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

Job summary

Monee in Kuala Lumpur is seeking a Customer Service Representative to handle inquiries via live chat and email, resolving basic L1 queries and providing product information.

You will follow strict SOPs, escalate complex cases to L2/L3 with proper documentation, log tickets accurately, and strive to meet SLA, AHT, and productivity targets while maintaining data privacy compliance. Flexibility to work nights/weekends may be required.

Qualifications

• 1–2 years in Customer Service / BPO.
• Good communication skills (English + Bahasa Malaysia).
• Comfortable handling chat and email.
• Ability to follow structured SOPs strictly.
• Must be able to work flexible rotational shifts, including nights, weekends, and public holidays.
• Required to support ad-hoc shift changes based on business needs.

Responsibilities

• Handle customer inquiries via Live chat/Email
• Resolve standard L1 queries, including general product information, basic transaction status checks ,account guidance and FAQs
• Follow strict SOP-based handling and scripts
• Identify cases that require escalation, including disputes / chargebacks/ account restrictions / fraud-related cases/ KYC / verification issues beyond L1 scope/complaints requiring investigation
• Escalate cases to L2/L3 with complete and accurate documentation
• Ensure proper ticket logging and categorization
• Meet SLA, AHT, and productivity targets
• Maintain compliance with data privacy and regulatory requirements

Skills

Customer service

English & Bahasa Malaysia

Chat & email handling

SOP adherence

Flexible shifts

Job description

• Handle customer inquiries via Live chat/Email
• Resolve standard L1 queries, including general product information, basic transaction status checks ,account guidance and FAQs
• Follow strict SOP-based handling and scripts
• Identify cases that require escalation, including disputes / chargebacks/ account restrictions / fraud-related cases/ KYC / verification issues beyond L1 scope/complaints requiring investigation
• Escalate cases to L2/L3 with complete and accurate documentation
• Ensure proper ticket logging and categorization
• Meet SLA, AHT, and productivity targets
• Maintain compliance with data privacy and regulatory requirements

Job Description

• Handle customer inquiries via Live chat/Email
• Resolve standard L1 queries, including general product information, basic transaction status checks ,account guidance and FAQs
• Follow strict SOP-based handling and scripts
• Identify cases that require escalation, including disputes / chargebacks/ account restrictions / fraud-related cases/ KYC / verification issues beyond L1 scope/complaints requiring investigation
• Escalate cases to L2/L3 with complete and accurate documentation
• Ensure proper ticket logging and categorization
• Meet SLA, AHT, and productivity targets
• Maintain compliance with data privacy and regulatory requirements

Requirements

• 1–2 years in Customer Service / BPO
• Good communication skills (English + Bahasa Malaysia)
• Comfortable handling chat and email
• Ability to follow structured SOPs strictly
• Must be able to work flexible rotational shifts, including nights, weekends, and public holidays
• Required to support ad-hoc shift changes based on business needs