Job description
Step into a pivotal customer experience role at Shopee as a ShopeePay L1 Customer Service specialist on a 12-month contract in Kuala Lumpur. This position supports ShopeePay and Monee customer service operations, blending frontline responsiveness with quality assurance and potential team leadership responsibilities. You will be part of a driven, customer-first team devoted to resolving complex inquiries with speed, accuracy, and empathy.
In this L1 role, you will handle inquiries related to payments, wallets, refunds, account access, and usage questions across ShopeePay and Monee. You will strive to deliver first-contact resolutions while meeting or exceeding service levels, and you will perform routine quality checks to continually improve interaction quality. You will monitor common issues, document findings, and collaborate with cross-functional teams to ensure customers receive the best possible experience.
As a QA-focused agent or a Team Lead on a 12-month horizon, you will also contribute to coaching peers, sharing best practices, and supporting onboarding for new hires. You will help maintain and improve knowledge bases, guidelines, and standard operating procedures to empower the entire team. This role offers opportunities to advance in a fast-growing fintech environment, with a supportive culture that values accuracy, accountability, and customer advocacy.
We offer a competitive salary, a structured contract, and opportunities to develop your career in e-commerce payments. If you are fluent in English and Malay, enjoy problem-solving, and thrive in a dynamic call center setting, this is the role for you.
Responsibility
- Provide frontline support for ShopeePay and Monee customers, addressing payments, wallets, refunds, and account access
- Achieve SLA and quality targets for L1 support; monitor queue performance and resolve issues promptly
- Conduct regular QA checks on customer interactions and deliver constructive coaching to peers
- Assist in onboarding and mentoring junior agents; share best practices
- Escalate complex cases to Tier 2 and coordinate with product, risk, and operations teams
- Maintain and contribute to knowledge base, FAQs, and standard operating procedures
- Collaborate with cross-functional teams to identify process improvements and customer insights
- Manage or assist in small team leadership tasks as TL for QA/Agent during shift coverage
Qualification
- Diploma or higher in any discipline; or equivalent practical experience
- 1-2 years in contact center, customer service, QA, or team-leading roles; fintech or e-commerce experience preferred
- Strong written and verbal English and Malay; additional languages a plus
- Proficiency with CRM/ticketing systems and data entry; familiarity with ShopeePay or fintech platforms is a plus
- Excellent communication, problem-solving, empathy, and resilience; able to multitask in a fast-paced environment
- Availability to work in Kuala Lumpur on a 12-month contract; willingness to work shift patterns
- Knowledge of customer service metrics (CSAT, NPS, SLA, AHT) and QA methodology