Customer Service Agent - SPayLater/ShopeePay

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

• Diploma or Bachelor's Degree in a relevant field is preferred.
• 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.