Customer Service Agent

About The Team
As a Customer Service Agent L2 for ShopeePay, you will serve as the first point of contact for users, addressing their inquiries, concerns, and issues related to ShopeePay services. You will play a key role in delivering excellent customer experiences while ensuring compliance with internal policies and regulatory requirements.

Job Description

• Manage customer inquiries primarily via email, with occasional phone support, while ensuring professionalism and empathy
• Provide accurate and timely information regarding ShopeePay features, transactions, account usage, and policies.
• Assist users in troubleshooting issues related to payments, fund transfers, refunds, withdrawals, and account access.
• Identify, escalate, and coordinate with internal teams (KYC, Marketing Fraud and AML Team, Payments) to resolve complex cases.
• Ensure proper case documentation, tagging, and timely follow-ups in the CRM system.
• Educat...