Customer Support Agent - SPX Express (Yogyakarta)

SPX Express


Tanggal: 3 minggu yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
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

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