Community Customer Service (SPX Express)

Job Description

• Acquire opinions and needs of customers, then work closely with Operations, to improve service quality, and bring positive experiences and satisfaction to customers.
• 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.
• 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 Operations teams as required to resolve Seller’s issues and questions.
• Perform other duties as assigned by the line manager.
• 1 Year contract

Requirements

• Thai nationality
• Bachelor's Degree in any related field.
• At least 2+ years’ experience in a contact center or crisis case management
• 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.
• A proactive, fast learner, team player with ability to work in dynamic environments
• Able to communicate in English
• Skilled in handling complex complaints
• Experienced in managing difficult cases