Customer Support Agent - SPX Express (Yogyakarta)

SPX Express; Kota Yogyakarta; On-site; IDR 6,000,000 - 10,000,000; Full time

Job summary

SPX Express is seeking a customer service professional in Yogyakarta to handle seller inquiries, provide NSS shipment updates, and investigate cases with cross-team collaboration.

You will maintain case records, monitor daily CS metrics, and communicate updates to sellers while following up on pending cases to meet SLA targets. A diploma or bachelor’s degree and strong communication are required, with rotating shifts including weekends.

Qualifications

• Diploma or Bachelor's Degree in any field.
• Experience in Customer Service, Call Center, Seller Support, Operations or related roles preferred.
• Strong verbal and written communication skills.
• Customer-oriented with ability to handle complaints professionally.
• Strong problem-solving and analytical skills.
• Detail-oriented with accurate case documentation.
• Able to manage multiple cases and priorities in a fast-paced environment.
• Strong follow-up and coordination with internal and external stakeholders.
• Comfortable with spreadsheets, trackers and operational systems.
• Willing to work rotating shifts including weekends/holidays as needed.

Responsibilities

• 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 elevate 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.

Skills

Communication skills

Customer orientation

Problem solving

Analytical skills

Detail oriented

Coordination

Multitasking

Education

Diploma or Bachelor's Degree

Tools

Spreadsheets

Trackers

Operational systems

Job description

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 elevate 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