Customer Support Agent - SPX Express

Job Description

• Handle and respond to seller inquiries and complaints through designated communication channels
• Provide accurate information and assistance regarding NSS shipment status, delivery issues, returns, and other operational concerns
• Investigate seller-reported cases by checking relevant systems, trackers, and operational information
• Coordinate with internal operations teams, hubs, and other relevant stakeholders to resolve seller issues
• Follow up on pending cases and ensure timely resolution within the required SLA
• Communicate case updates and resolutions clearly to sellers
• Identify recurring issues and escalate critical or unresolved cases to the relevant PIC
• Maintain accurate records of seller cases, actions taken, and resolution status
• Support daily CS monitoring and reporting, including case volume, resolution status, and key issue trends
• Provide feedback on recurring seller pain points to improve NSS processes and seller experience

Requirements

• Diploma or Bachelor's Degree in any field
• Prior experience in Customer Service, Call Center, Seller Support, Operations, or related roles is preferred
• Strong verbal and written communication skills
• Customer-oriented with the ability to handle complaints and difficult situations professionally
• Strong problem-solving and analytical skills
• Detail-oriented and able to maintain accurate case documentation
• Able to manage multiple cases and priorities in a fast-paced environment
• Strong follow-up and coordination skills with internal and external stakeholders
• Comfortable working with spreadsheets, trackers, and operational systems
• Willing to work a rotating shift schedule, including weekends and public holidays, based on operational needs