L2 Customer Service Agent - SG ShopeePayLater, Monee (6-month-contract)

Shopee; Kuala Lumpur; On-site; MYR 30,000 - 48,000; Full time

Job summary

A leading e-commerce platform in Kuala Lumpur is looking for a Customer Service Representative to handle customer inquiries and complaints across phone, email, and chat. The ideal candidate should have at least 1 year of experience in customer service, strong communication skills, and a focus on customer satisfaction. This position requires the ability to work flexible hours and familiarity with customer service software is preferred.

Qualifications

• 1+ years of experience in customer service, preferably in a contact center environment.
• Fluent in English is a must.
• Ability to work independently and as part of a team.

Responsibilities

• Respond to customer inquiries and complaints through various communication channels.
• Provide clear and accurate product and services information.
• Identify and escalate complex customer issues as necessary.
• Monitor and analyze trends in customer inquiries.

Skills

Strong communication skills

Customer service skills

Problem-solving skills

Education

Diploma or equivalent

Tools

Zendesk

Salesforce

Job description

Responsibilities

• Respond promptly and professionally to customer inquiries and complaints through phone, email, and chat, ensuring all issues are resolved in a timely and satisfactory manner.
• Provide clear and accurate information regarding products, services, policies, and procedures to enhance customer experience.
• Identify and escalate complex customer issues to the appropriate teams, ensuring effective follow-up to guarantee resolution and customer satisfaction.
• Monitor and analyze trends and patterns in customer inquiries and complaints, offering valuable feedback to cross-functional teams to drive improvements in products, services, and processes.
• Meet or exceed established performance metrics, including customer satisfaction scores, first contact resolution rates, and response times.
• Maintain accurate and complete customer records and logs.
• Stay informed with product and service knowledge, and participate in training and development activities as required.
• Handle other tasks and responsibilities as assigned by the supervisor to support team objectives and enhance overall service quality.

Requirements

• Diploma or equivalent; additional certifications in customer service or related fields are a plus.
• 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.
• Demonstrated strong customer service skills with a proven track record of effectively resolving customer issues promptly and to their satisfaction.
• Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
• Fluent in English is a must
• 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