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Customer Service Agent (Mandarin Speaker)

Operations and admin
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South Point Tower, Kuala Lumpur

About The Job

  • Primarily handle inquiries pertaining to orders, payments, shipping, vouchers and etc from both sellers and buyers via live chat
  • Level 1 Customer Service is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via callback or email
  • Update case details appropriately, i.e. Gdocx, Salesforce and etc
  • To meet Key Performance Indicators such as average handling time, FCR rate, email/chat response rate, customer satisfaction score and etc
  • Communicate effectively by providing accurate information to Shopee users and external partners such as Poslaju and iPay88, where appropriate
  • Communicate effectively with team members
  • Take on ad-hoc projects/assignments

Job Requirements

  • Passionate Diploma holder and fresh graduates are welcome to apply
  • Excellent command of Mandarin language is required
  • Business writing skill is mandatory
  • Good typing skill
  • Ability to work independently, flexible and adaptable
  • Ability to multi-task, prioritize and manage time effectively
  • Demonstrate teamwork all the time

Our Culture


We Serve
Our customers are the sole arbiter of the value of our products and services. We strive to meet unmet needs and serve the underserved.

We Adapt
Rapid change is the only constant in the digital age of ours. We embrace change, celebrate it and always strive to be a thought leader that influences it.

We Run
We are in a constant race to success while grappling with rapidly shifting forces. We move faster, better and with more urgency every day.

We Commit
Our work is our commitment. We commit to our values, institution, customers and partners. We commit to each other. Above all, we commit to doing the best we can and being the best we are.

We Stay Humble
We have travelled a long way from our humble beginning and yet, we never lose our humility in our continual quest for greater heights.


Shopee is the leading e-commerce platform in Southeast Asia and Taiwan. It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support. 

Shopee aims to continually enhance its platform and become the region’s e-commerce destination of choice. Shopee has a wide selection of product categories ranging from consumer electronics to home & living, health & beauty, baby & toys, fashion and fitness equipment. 

Shopee, a Sea company, was first launched in Singapore in 2015, and has since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines. Sea is a leader in digital entertainment, e-commerce and digital financial services across Greater Southeast Asia. Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE.