Operations Specialist - Customer Escalation Handling, SPX Express

SHOPEE SINGAPORE PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in e-commerce seeks an Operation Specialist focused on handling customer escalations. You will play a vital role in resolving complex operational issues and improving service standards by collaborating across multiple teams. Ideal candidates have a strong background in logistics or customer service, alongside analytical and communication skills.

Qualifications

• Experience in logistics, customer service, or related fields is advantageous.
• Strong numerical skills for data analysis.
• Ability to multitask and maintain accuracy in a fast-paced environment.

Responsibilities

• Resolve escalated inquiries or complaints from sellers and buyers.
• Coordinate with various teams to address logistics issues.
• Document and track all escalations and resolutions.

Skills

Communication

Organizational Skills

Time Management

Analytical Skills

Education

Diploma or Bachelor’s Degree in logistics or business administration

Tools

MS Excel

Job description

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

About the Team:

The Operation Specialist - Customer Escalation Handling is responsible for handling and resolving 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—ranging from pickup, sorting, and delivery to returns management, service point, and locker operations. The ideal candidate will collaborate with various internal teams (Operations, Business Development, Customer Service) to ensure timely resolution and continuous improvement of our service standards.

Job Description:

Escalation Management

• 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.

Operation Process Expertise

• Leverage a strong understanding of the end-to-end logistics workflow (first-mile pickup, sortation, last-mile delivery, return management, service point, locker operations).
• Adhere to and update Standard Operating Procedures (SOPs) to maintain service quality and consistency.

Cross-Functional Collaboration

• Coordinate with the Operations team to troubleshoot and rectify delivery or pickup delays, route discrepancies, and other logistics issues.
• Collaborate with the Business Development (BD) team to address seller-related challenges and ensure alignment with partnership agreements.
• Work closely with the Customer Service team to provide guidance on common pain points and streamline escalation processes.

Process Improvement

• Identify potential areas for improvement and recommend changes to SOPs, training materials, or workflows that could reduce future escalations.
• Analyze trends in feedback and complaints to propose preventive solutions and enhance overall customer experience.

Reporting & Documentation

• Document and track all escalations, resolutions, and follow-up actions in internal systems.
• Generate regular reports on customer issues, resolution times, and emerging problem areas for management review.

Customer-Centric Approach

• Ensure a high level of empathy and professionalism in handling customer issues, balancing business and customer needs.
• Proactively seek feedback from customers (internal or external) to improve communication and service delivery.

Requirements:

• Diploma or Bachelor’s Degree in logistics, business administration, or a related field.
• Working experience in logistics, customer service, or a related area is advantageous.
• Proficiency in MS Excel, with strong numerical skills to analyze trends and data effectively.
• Excellent organizational and time management abilities, with the capacity to work efficiently under pressure.
• Strong communication and interpersonal skills, with the ability to multitask and maintain accuracy in a fast-paced environment.