Customer Support Agent - SPX Express (Yogyakarta)

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

Job Description:

• Handle and respond to seller inquiries and complaints through designated communication channels
• Provide accurate information and assistance regarding NSS shipment status, delivery issues, returns, and other operational concerns
• Investigate seller-reported cases by checking relevant systems, trackers, and operational information
• Coordinate with internal operations teams, hubs, and other relevant stakeholders to resolve seller issues
• Follow up on pending cases and ensure timely resolution within the required SLA
• Communicate case updates and resolutions clearly to sellers
• Identify recurring issues and escalate critical or unresolved cases to the relevant PIC
• Maintain accurate records of seller cases, actions taken, and resolution status
• Support daily CS monitoring and reporting, including case volume, resolution status, and key issue trends
• Provide feedback on recurring seller pain points to improve NSS processes and seller experience

Requirements:

• Diploma or Bachelor's Degree in any field
• Prior experience in Customer Service, Call Center, Seller Support, Operations, or related roles is preferred
• Strong verbal and written communication skills
• Customer-oriented with the ability to handle complaints and difficult situations professionally
• Strong problem-solving and analytical skills
• Detail-oriented and able to maintain accurate case documentation
• Able to manage multiple cases and priorities in a fast-paced environment
• Strong follow-up and coordination skills with internal and external stakeholders
• Comfortable working with spreadsheets, trackers, and operational systems
• Willing to work a rotating shift schedule, including weekends and public holidays, based on operational needs