Overview
Customer Support Agent – SPX Express (Yogyakarta) Jobs in Yogyakarta, Yogyakarta, Indonesia at SPX Express
Title: Customer Support Agent – SPX Express (Yogyakarta)
Company: SPX Express
Location: Yogyakarta, Yogyakarta, Indonesia
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
