Night-Shift Customer Support Specialist

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

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.