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

Shopee


Date: 2 weeks ago
City: Remote
Contract type: Contractor
Remote
Job Description

  • Handle customer inquiries via Live chat/Inbound/outbound calls/Email
  • Resolve standard L1 queries, including general product information, basic transaction status checks ,account guidance and FAQs
  • Follow strict SOP-based handling and scripts
  • Identify cases that require escalation, including disputes / chargebacks/ account restrictions / fraud-related cases/ KYC / verification issues beyond L1 scope/complaints requiring investigation
  • Escalate cases to L2/L3 with complete and accurate documentation
  • Ensure proper ticket logging and categorization
  • Meet SLA, AHT, and productivity targets
  • Maintain compliance with data privacy and regulatory requirements

Requirements

  • 1–2 years in Customer Service / BPO
  • Good communication skills (English + Bahasa Malaysia)
  • Comfortable handling chat, call, and email
  • Ability to follow structured SOPs strictly
  • Must be able to work flexible rotational shifts, including nights, weekends, and public holidays
  • Required to support ad-hoc shift changes based on business needs

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