Customer Service Agent (Disputes & Resolution) – Shopee
Role Summary
The Customer Service Agent (Disputes & Resolution) is responsible for managing customer disputes related to payments and transactions. This role plays a crucial part in ensuring timely and fair resolutions while adhering to internal policies and regulatory standards.
Job Description
In this role, you will engage with customers to resolve disputes, collaborating with various teams to ensure a seamless experience. You will also analyze dispute trends to provide insights for process improvements.
Key Responsibilities:
- Investigate customer disputes and transactions.
- Collaborate with internal teams to resolve issues.
- Maintain accurate documentation of dispute cases.
- Analyze dispute trends for process improvement.
- Ensure compliance with internal policies and regulatory standards.
- Handle sensitive situations with professionalism.
- Provide timely updates to customers regarding their disputes.
Job Requirements
Strong problem-solving and decision-making skills.
Experience in disputes, chargebacks, or fraud investigation.
Familiarity with payment systems and customer service software.
Exposure to regulatory or compliance environments is an advantage.
Availability to work flexible hours, including evenings and weekends.
Quick Info
Company
Shopee
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
7 skills
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Required Skills
Problem Solving
Decision Making
Attention To Detail
Customer Service
Analytical Skills
Communication
Collaboration
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