Customer Service Specialist (full-time)

• Handle customer inquiries received through multiple channels such as phone, email, and instant messaging; understand customer needs and provide responsive and efficient service.

• Communicate customer issues and needs promptly and effectively, collaborate with other departments to resolve them, and improve overall customer satisfaction.

• Use customer service systems (such as ticketing and call systems) to manage tickets, tag issues, handle exceptions, initiate investigations, modify addresses, and process complaints; complete related tracking and performance report forms.

• Resolve logistics tracking issues by communicating across departments and teams; coordinate parcel-related issues between the warehouse and last-mile delivery service partners (DSPs), ensuring professional and timely responses.

• Handle customer complaints and concerns with empathy; log and seek solutions, proactively escalate critical cases, and follow up until final resolution.

• Regularly collect and analyze data, provide feedback on client-side issues, suggest process improvements, and enhance service efficiency.

• Prior experience in handling logistics exceptions or customer complaints is preferred.