L2 Customer Service Agent - SG ShopeePayLater, Monee (6-month-contract)

Responsibilities

• Respond promptly and professionally to customer inquiries and complaints through phone, email, and chat, ensuring all issues are resolved in a timely and satisfactory manner.
• Provide clear and accurate information regarding products, services, policies, and procedures to enhance customer experience.
• Identify and escalate complex customer issues to the appropriate teams, ensuring effective follow-up to guarantee resolution and customer satisfaction.
• Monitor and analyze trends and patterns in customer inquiries and complaints, offering valuable feedback to cross-functional teams to drive improvements in products, services, and processes.
• Meet or exceed established performance metrics, including customer satisfaction scores, first contact resolution rates, and response times.
• Maintain accurate and complete customer records and logs.
• Stay informed with product and service knowledge, and participate in training and development activities as required.
• Handle other tasks and responsibilities as assigned by the supervisor to support team objectives and enhance overall service quality.

Requirements

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