Customer Service Specialist - Control Tower, SPX Express

Shopee

Philippines

3-5 Years

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Posted 21 hours ago
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Job Description

Job Description:

High-Level Issue Resolution: Investigate and resolve complex (L3) tickets regarding missing, delayed, or high-priority shipments with a focus on first-time resolution.
Operational Monitoring: Oversee daily dispatch status and identify potential delivery bottlenecks to proactively mitigate delays.
Cross-Functional Liaison: Act as the primary link between sellers, buyers, and internal logistics partners to resolve multi-party shipment disputes.
Evidence Validation: Conduct rigorous audits of Proof of Delivery (POD) against SOPs to validate delivery claims and resolve disputes fairly.
SLA Management: Ensure all assigned tickets are handled within strict turnaround times (TAT), maintaining the gold standard for SPX service levels.
Reporting & Analytics: Compile weekend performance data and provide voice of the customer insights to the Operational Excellence team to improve long-term processes.

Requirements:

Minimum 3 years of customer service experience, preferably in logistics related field
Proficient in Google Suite (Sheets/Docs) and MS Office
Exceptional conflict resolution skills
Highly disciplined and detail-oriented, with the ability to work autonomously without direct supervision
Good interpersonal and communication skills
Comfortable with a weekend shift schedule

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About Company

ShopeeJob Source: careers.shopee.sg

Shopee Pte. Ltd. is a Singaporean multinational technology company that specialises in e-commerce. The company was launched in Singapore in 2015, before it expanded abroad. As of 2021, Shopee is considered the largest e-commerce platform in Southeast Asia with 343 million monthly visitors.

Job ID: 144522659

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