Deskripsi Pekerjaan
Join Shopee's dynamic Operations team as a Customer Service Agent L2 and become a crucial part of Southeast Asia's leading e-commerce ecosystem. In this role, you'll own the end-to-end operational journey of our ShopeeFood platform – from product discovery to order fulfillment. You'll be the frontline ambassador resolving complex customer inquiries, optimizing delivery experiences, and ensuring seamless transactions across Singapore's vibrant food delivery landscape. This position offers unparalleled exposure to real-time logistics coordination, data-driven problem-solving, and cross-functional collaboration with tech, supply chain, and merchant teams. Shopee provides comprehensive training on our proprietary systems and industry-leading customer service methodologies, equipping you to thrive in a fast-paced digital environment. Ideal for detail-oriented professionals passionate about technology and customer-centric solutions.
Tanggung Jawab
- Resolve complex customer inquiries and operational issues via phone, email, and chat channels
- Coordinate with delivery partners and merchants to resolve order discrepancies and fulfillment challenges
- Document customer interactions and maintain accurate case histories in CRM systems
- Identify process inefficiencies and propose actionable improvements to enhance service quality
- Collaborate with fraud prevention teams to investigate suspicious transactions
- Train junior agents on operational procedures and troubleshooting techniques
- Monitor service metrics and contribute to team performance optimization
Kualifikasi
- High school diploma or equivalent; bachelor's degree preferred
- 1-2 years of customer service or call center experience
- Strong problem-solving skills with ability to analyze complex scenarios
- Proficiency in CRM platforms and ticketing systems
- Excellent written and verbal communication in English
- Ability to work rotating shifts including weekends and holidays
- Basic understanding of e-commerce operations and logistics
- Customer-centric mindset with resilience under pressure