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

Job Description

• Handle customer inquiries via Live chat, inbound/outbound calls, and 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 – disputes, chargebacks, account restrictions, fraud‑related cases, KYC/verification issues beyond L1 scope, and 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 s...