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.
- 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.
