Multichannel Customer Experience Agent - Chat, Phone, Email

Shopee; Kuala Lumpur; On-site; MYR 28,000 - 29,000; Full time

Job summary

Shopee Malaysia is seeking a ShopeePay L1 Customer Service Agent on a 12-month contract to support customers via chat, calls and email.

The role requires working rotational shifts, including nights, weekends and public holidays, with English and Bahasa Malaysia communication skills and emphasis on following SOPs to resolve basic inquiries and escalate complex cases as needed.

You will maintain data privacy, meet SLA targets, and contribute to a positive customer experience with KPI incentives.

Qualifications

• Must be able to work rotational shifts, including nights, weekends, and public holidays.
• Strong communication skills in English and Bahasa Malaysia.
• 1–2 years of experience in Customer Service / BPO.
• Comfortable handling chat, call, and email channels.
• Ability to follow structured SOPs strictly.

Responsibilities

• Handle customer inquiries via chat, calls, and email
• Resolve basic L1 issues (product info, transactions, FAQs, account guidance)
• Follow SOPs and scripted handling procedures
• Identify and escalate complex cases (disputes, fraud, KYC, complaints)
• Log and categorize tickets accurately for escalation
• Ensure SLA, AHT, and productivity targets are met
• Maintain compliance with data privacy and regulatory guidelines

Skills

communication skills

english

bahasa malaysia

Job description

Shopee Malaysia is seeking a ShopeePay L1 Customer Service Agent on a 12-month contract to support customers via chat, calls and email.

The role requires working rotational shifts, including nights, weekends and public holidays, with English and Bahasa Malaysia communication skills and emphasis on following SOPs to resolve basic inquiries and escalate complex cases as needed.

You will maintain data privacy, meet SLA targets, and contribute to a positive customer experience with KPI incentives.