Partner and seller support L3 (Contract) SPX Express
Job Description
Job Description:
- Handle inbound seller inquiries related to logistics issues, including pickup failures, delivery delays, returns, and lost or damaged parcels.
- Understand seller concerns and provide accurate information and resolutions based on established SOPs and policies.
- Communicate with sellers professionally using approved templates, guidelines, and communication standards.
- Ensure seller inquiries are handled within the assigned SLA.
- Perform standard checks on shipment tracking, system data, and operational tools to identify the status and basic cause of issues.
- Apply existing SOPs and policies to determine the appropriate resolution for standard cases.
- Coordinate with internal Operations, Logistics, or relevant partners for basic issue follow-up.
- Identify cases that cannot be resolved through standard SOPs or require further investigation.
- Escalate complex, sensitive, or recurring issues to Senior Analysts with complete case details and supporting information.
- Follow up on escalated cases when required and communicate status updates to sellers.
- Ensure all cases are properly categorized and recorded according to team guidelines.
Requirements:
- Bachelor's degree in Business Administration, Logistics, Operations Management, or a related field.
- 0-2 years of experience in Seller Support, Customer Service, Operations, Logistics, or a related function. Fresh graduates are welcome to apply.
- Good understanding of basic logistics and delivery operations is a plus.
- Good communication and interpersonal skills, with the ability to communicate professionally with sellers and internal teams.
- Strong attention to detail and ability to follow SOPs accurately.
- Basic problem-solving skills with the ability to identify when an issue needs to be escalated.
- Comfortable working with Google Sheets / Microsoft Excel and operational systems.
- Able to handle multiple cases and prioritize work based on SLA and urgency.
- Willing to work in a fast-paced operational environment.
- Good command of Thai English communication skills are a plus.
More Info
Key Skills
About Company
Skills:
google sheets , Excel, Data Analysis