Customer Service Agent – ShopeeFood

About the role

The Customer Service Agent will provide frontline support to ShopeeFood Buyers, Merchants, and Riders by handling inquiries, resolving concerns, and coordinating escalations when necessary. The role will ensure cases are handled accurately and within established service standards while providing a positive customer experience.

Key responsibilities

• Handle Buyer, Merchant, and Rider inquiries through ShopeeFood's available customer service channels and provide timely and accurate assistance.
• Investigate and resolve customer concerns based on established SOPs, policies, and service-level agreements (SLAs).
• Coordinate and escalate complex or unresolved cases to the appropriate internal teams for further investigation and resolution.
• Maintain accurate documentation of customer interactions, case details, and resolutions.
• Identify recurring customer concerns and provide feedback to the CS Operations team to help improve processes and customer experience.
• Support CS operations during campaigns, product changes, incidents, and other ShopeeFood initiatives as needed.
• Deliver a professional and positive customer experience while meeting established quality, productivity, and performance standards.

Required profile

• Bachelor's degree in any field; fresh graduates are welcome.
• Willing and able to work night shift schedules, including weekends and holidays.
• Previous experience in customer service, BPO, e‑commerce, food delivery, logistics, or a similar role is an advantage but not required.
• Strong verbal and written communication skills with a customer‑oriented mindset.
• Good problem‑solving skills and ability to handle customer concerns calmly and professionally.
• Detail‑oriented and able to follow established processes and SOPs accurately.
• Comfortable using digital tools and learning new systems or platforms.
• Able to work effectively in a fast‑paced and changing environment.