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...