Customer Service Agent – ShopeeFood

Shopee; Manila; On-site; PHP 201,000 - 268,000; Full time

Job summary

Shopee, a leading e-commerce platform in the Philippines, seeks a Customer Service Agent to support ShopeeFood Buyers, Merchants, and Riders. You will handle inquiries, resolve concerns, and coordinate escalations to deliver accurate solutions and a positive customer experience in a fast-paced setting.

The role requires night shift work, including weekends and holidays, with strong communication and problem-solving skills.

Qualifications

• Bachelor's degree in any field.
• Willing and able to work night shift, including weekends and holidays when required.
• Fresh graduates welcome to apply; prior experience is a plus but not required.
• Strong verbal and written communication skills with a customer-oriented mindset.
• Good problem-solving skills and ability to handle customer concerns calmly and professionally.
• Detail-oriented and able to follow established processes and SOPs accurately.
• Comfortable using digital tools and learning new systems or platforms.
• Able to work effectively in a fast-paced and changing environment.

Responsibilities

• Handle inquiries from ShopeeFood Buyers, Merchants, and Riders via available CS channels.
• Investigate and resolve customer concerns based on SOPs, policies, and SLAs.
• Coordinate escalations to internal teams for further investigation and resolution.
• Maintain accurate documentation of customer interactions, case details, and resolutions.
• Identify recurring concerns and provide feedback to improve processes and customer experience.
• Support CS operations during campaigns, product changes, and incidents.
• Deliver a professional, positive customer experience while meeting quality and productivity standards.

Skills

Communication skills

Problem-solving

Customer orientation

Attention to detail

Education

Bachelor's degree

Job description

Job Description

The Customer Service Agent will provide frontline support to ShopeeFood Buyers, Merchants, and Riders by handling inquiries, resolving concerns, and coordinating escalations when necessary. The role will ensure cases are handled accurately and within established service standards while providing a positive customer experience.

Job Description

The Customer Service Agent will provide frontline support to ShopeeFood Buyers, Merchants, and Riders by handling inquiries, resolving concerns, and coordinating escalations when necessary. The role will ensure cases are handled accurately and within established service standards while providing a positive customer experience.

We are looking for a customer-oriented, reliable, and adaptable individual with strong communication and problem-solving skills. Candidates must be willing to work on a night shift schedule, including weekends and holidays as required.

Key Responsibilities

• Handle Buyer, Merchant, and Rider inquiries through ShopeeFood's available customer service channels and provide timely and accurate assistance.
• Investigate and resolve customer concerns based on established SOPs, policies, and service-level agreements (SLAs).
• Coordinate and escalations complex or unresolved cases to the appropriate internal teams for further investigation and resolution.
• Maintain accurate documentation of customer interactions, case details, and resolutions.
• Identify recurring customer concerns and provide feedback to the CS Operations team to help improve processes and customer experience.
• Support CS operations during campaigns, product changes, incidents, and other ShopeeFood initiatives as needed.
• Deliver a professional and positive customer experience while meeting established quality, productivity, and performance standards.

Requirements

• Bachelor's degree in any field; fresh graduates are welcome to apply.
• Willing and able to work on a night shift schedule, including weekends and holidays when required.
• Previous experience in Customer Service, BPO, e-commerce, food delivery, logistics, or a similar customer-facing role is an advantage but not required.
• Strong verbal and written communication skills with a customer-oriented mindset.
• Good problem-solving skills and ability to handle customer concerns calmly and professionally.
• Detail-oriented and able to follow established processes and SOPs accurately.
• Comfortable using digital tools and learning new systems or platforms.
• Able to work effectively in a fast-paced and changing environment.