Small Medium Enterprise Seller Support - SPX Express, Customer Excellence

Act as the lead point of contact for any matter related to SPX Express.

Improve overall Seller Support and service quality through understanding seller needs and channel these for internal improvement opportunities with respective stakeholders.

Provides prompt and efficient service to Sellers including the appropriate escalation of Sellers’ issues.

Assist with high-severity requests or issue escalations as needed.

Able to coordinate with cross-functional teams to identify issues and follow up on solutions.

Monitor and analyze seller's performance to identify operational issues, gaps to meet the KPIs & root cause for non-compliances on SLAs

Support in setting up to manage seller’s operation with positive impact to entire end to end on-time pick up and delivery

Driven to achieve team goals and transparently sharing ideas to help the team improve performance.

Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance

Liaise with other departments such as Customer Service, Operations, or Payments teams as required to resolve Seller’s issues and questions.

Possess the capacity to comprehend data, enabling the formulation of actionable solutions for Sellers.

Perform other duties as assigned by the line manager.

Yêu cầu công việc

Preferred background in business administration/ supply chains/ e-commerce.

Have at least 2 year of experience in e-commerce logistics.

Have a good sense of process understanding and workflow optimization.

Good at communication, negotiation, and problem-solving.

Work independently and proactively take on new responsibilities where most needed.

Good data analysis skills and Google Sheets is a big plus.

Desire to learn and desire to understand how the world works.