L2 General (CS) - Operations, SG Marketplace

Shopee; Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

Shopee in Kuala Lumpur is seeking an experienced Operations professional to handle user account issues and respond to emails and feedback. You will validate problems, coordinate with Campaign, RM, and Product teams, and manage daily cases with escalation follow-ups.

The role emphasizes learning, adaptability, and upholding customer value while aligning with company policy. You will contribute to backlog management and KPI attainment (Productivity, SLA, CSAT) and work either independently or in a

Qualifications

• 1–2 years in customer service or relevant field.
• Strong problem-solving and structured thinking.
• Able to multitask and meet KPIs/SLAs.

Responsibilities

• Identify user issues and correspond with users via email cases and feedback.
• Validate issues and liaise with internal teams for related fixes.
• Attend daily cases and follow up escalated ones by end of shift.
• Balance policy with customer value and update to improve outcomes.
• Maintain backlog and strive to meet productivity, SLA and CSAT KPIs.

Job description

Department OperationsLevelExperienced (Individual Contributor)LocationKuala LumpurThe 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.Job Description:Identify user’s account issue and direct dealing with user via email cases and complaints or feedback where transferred from L1 frontline.Validate user’s issue and liaise with the Campaign PIC or RM for seller related; and Product management team for app/website experiences related.Required to attend to the daily assigned cases and follow up on the escalated cases by end of the shift.Willing to learn new things and adapt to the new environment quickly.Willing to absorb new initiatives and proactively update the bottom line.Maintain a balance between company policy and customer value in decision making.Manage backlog, ensure KPIs such as: Productivity, SLA and CSATRequirements:At Least 1-2 years of experience in relevant field/customer service.Display logical problem solving skills with good structured thinking;Good workload prioritization and high attention to detail.Comfortable to work independently as well as in a team; positive attitude and eager to learn.Strong ability to manage expectations, drive for performance and collaborate with internal stakeholders.Strive to achieve and exceed the set KPIs and SLAs for the respective queues.Takes ownership to resolve user’s issues from end to end; flexibility to adapt to changing priorities, users needs, and work schedulesAbility to multitask and perform with quality work in a dynamic environment.Proficiency in Microsoft Excel is an advantage.Strong communication skills, both verbal and written.