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.

 

What you'll do

• 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.
• Educate users on safe usage of ShopeePay and proactively promote best practices to avoid fraud and account issues.
• Maintain performance targets on productivity, quality, and customer satisfaction (CSAT).
• Adhere to compliance standards (e.g., BSP and AML guidelines) and internal data protection policies.
• Contribute to process improvements by reporting recurring user pain points or system gaps.

 

Requirements

• Bachelor’s degree or equivalent work experience preferred.
• At least 1-2 years of customer service experience in fintech, e-wallet, banking, or e-commerce is an advantage.
• Strong communication skills (written and verbal) in English and Filipino.
• Excellent problem-solving skills with the ability to remain calm under pressure.
• Tech-savvy and adaptable to new tools, systems, and processes.
• Willing to work in a shift-based schedule, weekends, and holidays.
• Team player with a strong customer-first mindset.