CS Escalation Agents (Shopee)

Responsible for handling the most complex and sensitive cases, including high contact volumes, backlog management, high-risk cases, walk-in customers, severe complaints, and escalations from senior management. Acted as a key problem-solver to support buyers, sellers, and users on the Shopee platform, ensuring the best possible customer experience.

Responsibilities

• Managed escalated cases from buyers, sellers, and platform users, including walk-in customers.
• Handled backlogs, high-risk cases, and complex complaints with professionalism and a service-oriented mindset.
• Analyzed issues to identify root causes and monitored contact trends to prevent recurring problems.
• Coordinated with cross-functional teams to develop effective end-to-end solutions.
• Communicated effectively with dissatisfied customers and proposed appropriate resolutions.
• Supported management by preparing escalation reports and providing recommendations for process improvements.

Requirements

• Minimum of 3 years’ experience in customer service and escalation handling (experience in E-Commerce or Tech industries is a strong advantage).
• Skilled in managing complex and high-stakes customer cases involving Shopee buyers, sellers, and users.
• Strong analytical, problem-solving, and negotiation skills with the ability to manage critical situations effectively.
• Experience in face-to-face service or handling walk-in customers is an advantage.
• Excellent coordination and communication skills across teams and with stakeholders.
• Fluent in Thai with professional working proficiency in English.