Job Description: 

  • Primarily handle escalations, manager callbacks and service recovery cases via emails
  • Manning of respective escalation queues and backlogs focusing on Logistics, Payments and Cross Border 
  • Update case details appropriately, i.e. Gdocx, Salesforce and etc
  • To communicate effectively and accurately when communicating with users & stakeholders
  • To assist Team Leader to monitor real time performance and initiate appropriate actions
  • Meet Key Performance Indicators such as average handling time, FCR rate, email/chat response rate, customer satisfaction score and etc
  • Communicate effectively by providing accurate information to Shopee users and external partners such as Poslaju and iPay88, where appropriate
  • Communicate effectively with team members
  • Take on ad-hoc projects/assignments


  • Possess Bachelors degree, 1 - 2 years of contact centre experience, mainly in customer service
  • Having excellent spoken and written skills in both English & Bahasa Malaysia. Mandarin is an added advantage
  • Business writing skill is mandatory
  • Being able to work independently
  • Ability to multi-task, prioritize and manage time effectively
  • Demonstrate teamwork all the time

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