Job Description:
Escalation Management
- Investigate and resolve escalated inquiries or complaints from both sellers and buyers, ensuring prompt and thorough resolution.
- Serve as the main point of contact for complex issues that cannot be resolved at the call center level.
Operation Process Expertise
- Leverage a strong understanding of the end-to-end logistics workflow (first-mile pickup, sortation, last-mile delivery, return management, service point, locker operations).
- Adhere to and update Standard Operating Procedures (SOPs) to maintain service quality and consistency.
Cross-Functional Collaboration
- Coordinate with the Operations team to troubleshoot and rectify delivery or pickup delays, route discrepancies, and other logistics issues.
- Collaborate with the Business Development (BD) team to address seller-related challenges and ensure alignment with partnership agreements.
- Work closely with the Customer Service team to provide guidance on common pain points and streamline escalation processes.
Process Improvement
- Identify potential areas for improvement and recommend changes to SOPs, training materials, or workflows that could reduce future escalations.
- Analyze trends in feedback and complaints to propose preventive solutions and enhance overall customer experience.
Reporting & Documentation
- Document and track all escalations, resolutions, and follow-up actions in internal systems.
- Generate regular reports on customer issues, resolution times, and emerging problem areas for management review.
Customer-Centric Approach
- Ensure a high level of empathy and professionalism in handling customer issues, balancing business and customer needs.
- Proactively seek feedback from customers (internal or external) to improve communication and service delivery.
Requirements:
- Diploma or Bachelor's Degree in logistics, business administration, or a related field.
- Working experience in logistics, customer service, or a related area is advantageous.
- Proficiency in MS Excel, with strong numerical skills to analyze trends and data effectively.
- Excellent organizational and time management abilities, with the capacity to work efficiently under pressure.
- Strong communication and interpersonal skills, with the ability to multitask and maintain accuracy in a fast-paced environment.
