The Operation Specialist - Customer Escalation Handling is responsible for handling and resolving 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—ranging from pickup, sorting, and delivery to returns management, service point, and locker operations. The ideal candidate will collaborate with various internal teams (Operations, Business Development, Customer Service) to ensure timely resolution and continuous improvement of our service standards.
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.