Customer Experience (Escalation) Specialist - SPX

Job Description

• Handle inbound/outbound inquiries, and feedback and provide resolutions to end user.
• Handling complaints and issues highlighted by user.
• Primarily handle escalations, and call back for urgent cases via emails, live chat, and calls.
• Communicate effectively by providing accurate information to Shopee users and external partners.
• Update daily trackers for first / middle / last mile operational functions in Shopee Xpress.
• Provide information to stakeholders about daily tracker performance or whenever required.
• Work cross-functionally across multiple teams to push for process and system improvements.
• Perform ad-hoc tasks as requested by the department head/reporting line.
• Identifying the user issue, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
• Respond to customer queries in a timely and accurate way, via...