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Customer Service Agent - SPayLater / ShopeePay

Salary undisclosed

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Job Description

  • Respond to customer inquiries and complaints via phone, email, and chat, and ensure that all customer issues are resolved in a timely and satisfactory manner.
  • Provide accurate information to customers about products, services, policies, and procedures.
  • Escalate complex customer issues to the appropriate teams, and follow up to ensure that issues are resolved to the customer's satisfaction.
  • Identify trends and patterns in customer inquiries and complaints, and provide feedback to cross-functional teams to help improve products, services, and processes.
  • Meet or exceed established performance metrics, including customer satisfaction, first contact resolution, and response time.
  • Maintain accurate and complete customer records and logs.
  • Stay up-to-date with product and service knowledge, and participate in training and development activities as required.
  • Handle other tasks and responsibilities as assigned by the supervisor.

Requirements

  • High school diploma or equivalent.
  • 1+ years of experience in customer service, preferably in a contact center environment.
  • Strong communication skills, with the ability to communicate effectively via phone, email, and chat.
  • Strong customer service skills, with a proven ability to resolve customer issues in a timely and satisfactory manner.
  • Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
  • Ability to work independently and as part of a team.
  • Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
  • Availability to work flexible hours, including evenings and weekends, as required.