L2 Customer Service Agent

5 days ago

Kuala Lumpur, Malaysia Shopee Full time

Department Operations
- LevelExperienced (Individual Contributor)
- LocationMalaysia - Kuala Lumpur

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Provide clear and accurate information regarding products, services, policies, and procedures to enhance customer experience.
- Identify and escalate complex customer issues to the appropriate teams, ensuring effective follow-up to guarantee resolution and customer satisfaction.
- Monitor and analyze trends and patterns in customer inquiries and complaints, offering valuable feedback to cross-functional teams to drive improvements in products, services, and processes.
- Meet or exceed established performance metrics, including customer satisfaction scores, first contact resolution rates, and response times.
- Maintain accurate and complete customer records and logs.
- Stay informed with product and service knowledge, and participate in training and development activities as required.
- Handle other tasks and responsibilities as assigned by the supervisor to support team objectives and enhance overall service quality.

**Requirements**:

- Diploma or equivalent; additional certifications in customer service or related fields are a plus.
- 1+ years of experience in customer service, preferably in a contact center environment.
- Demonstrated strong customer service skills with a proven track record of effectively resolving customer issues promptly and to their satisfaction.
- Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
- Fluent in English is a must
- Ability to work independently and as part of a team.
- Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
- Availability to work flexible hours, including evenings and weekends, as required

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