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

What you'll do

• 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