Job Description
Operations Specialist - Customer Escalation Handling, SPX Express Overview
The Operations Specialist - Customer Escalation Handling handles and resolves 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—from pickup, sorting, and delivery to returns management, service point, and locker operations. The ideal candidate will collaborate with Operations, Business Development, and Customer Service teams to ensure timely resolution and continuous improvement of our service standards.
Responsibilities- 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.
- Coordinate with the Operations team to troubleshoot and rectify deliver...
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