Customer Service Agent

2 weeks ago

Manila, National Capital Region, Philippines Monee Full time ₱200,000 - ₱250,000 per year

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.

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