ShopeePay L1 Customer Service Agent - 12 months (3rd Party Contract)

Shopee Mobile Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 28,000 - 29,000; Full time

Job summary

Shopee Mobile Malaysia Sdn Bhd is hiring a ShopeePay L1 Customer Service Agent on a 12-month contract to handle customer inquiries via chat, calls, and email in a fast-paced e-commerce environment.

The role requires following SOPs, meeting SLA/AHT targets, and escalating complex issues such as disputes or fraud. Night, weekend, and public holiday shifts are required.

Qualifications

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

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 proficiency

Bahasa Malaysia

Customer service

Job description

ShopeePay L1 Customer Service Agent - 12 months (3rd Party Contract)

Work location: Mercu2

Shift/Non-Shift: Shift

Salary Packages: Basic RM 2,500 + Allowance + KPI Incentive (up to RM 2,550)

Job Description

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 escape 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

Job Requirements (General) :

Must be able to work rotational shifts, including nights, weekends, and public holidays, based on business needs

Strong communication skills (English & Bahasa Malaysia where applicable)

1-2 years experience in Customer Service / BPO

Comfortable handling chat, call, and email channels

Ability to follow structured SOPs strictly

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have in a Customer Service Role?
• Have you worked in a call centre before?
• Which of the following languages are you fluent in?
• Are you available for shift work?

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.

The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support.

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice via ongoing product optimisation and localised user-centered strategies.

The Shopee team is rapidly expanding across the region and we are constantly on the lookout for talents who have the passion and drive to become part of a fast-moving and dynamic team.

What can I earn as a Customer Service Representative