Overview
L1 Customer Service Agent – 12 months (3rd Party Contract), ShopeePay Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at Shopee
Title: L1 Customer Service Agent – 12 months (3rd Party Contract), ShopeePay
Company: Shopee
Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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
