Operations Specialist

3 weeks ago

Singapur, Singapore SPX Express Full time
Operations Specialist - Customer Escalation Handling, SPX Express Overview

The Operations Specialist - Customer Escalation Handling handles and resolves escalated operational issues from the CS (Customer Service) call center that cannot be resolved at the frontline. This role requires a detailed understanding of our logistics processes—from pickup, sorting, and delivery to returns management, service point, and locker operations. The ideal candidate will collaborate with Operations, Business Development, and Customer Service teams to ensure timely resolution and continuous improvement of our service standards.

Responsibilities
  • 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.
  • Coordinate with the Operations team to troubleshoot and rectify delivery or pickup delays, route discrepancies, and other logistics issues.
  • Collaborate with the Business Development 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.
  • Identify potential areas for improvement and recommend changes to SOPs, training materials, or workflows to reduce future escalations.
  • Analyze trends in feedback and complaints to propose preventive solutions and enhance overall customer experience.
  • Document and track escalations, resolutions, and follow-up actions in internal systems.
  • Generate regular reports on customer issues, resolution times, and emerging problem areas for management review.
  • 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.
Qualifications
  • 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.
Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industries: Internet Marketplace Platforms and Technology; Information and Internet
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