Customer Service Agent – ShopeeFood

SPX PHILIPPINES INC.; Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

SPX PHILIPPINES INC. is seeking a Customer Service Agent to provide frontline support for ShopeeFood Buyers, Merchants, and Riders. The role handles inquiries, resolves concerns, and coordinates escalations while maintaining quality standards.

The ideal candidate is customer-oriented with strong communication and problem-solving skills and must be willing to work a night shift schedule, including weekends and holidays as required.

Qualifications

• Bachelor's degree in any field; fresh graduates welcome.
• Willing to work night shifts, weekends and holidays when required.
• Experience in customer service or similar is a plus but not required.

Responsibilities

• Handle Buyer, Merchant, and Rider inquiries through ShopeeFood channels and provide timely, accurate assistance.
• Investigate and resolve customer concerns following SOPs, policies, and SLAs.
• Coordinate and escalate complex or unresolved cases to appropriate internal teams.
• Maintain accurate documentation of interactions, case details, and resolutions.
• Identify recurring concerns and provide feedback to CS Operations to improve processes.
• Support CS operations during campaigns, product changes, incidents, and other ShopeeFood initiatives.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Detail orientation

Adaptability

Night shift readiness

Education

Bachelor's degree in any field

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.

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 **escalate** 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.