Customer Service Specialist

About the role

This is a customer service role focused on managing support tickets, resolving customer issues, and maintaining clear communication across multiple channels. You will handle daily tickets from various sources, investigate customer enquiries and complaints, and coordinate with relevant departments to ensure proper resolution and closure.

Key responsibilities

• Handle daily tickets from various channels, including receiving, categorizing, resolving, and following up on customer cases
• Investigate customer enquiries, complaints, and delivery-related issues
• Coordinate with relevant departments to resolve issues and ensure proper closure
• Communicate with customers through email, ticketing systems, and other customer service channels
• Provide clear and professional responses in English and follow up on customer requests
• Provide daily updates on ticket volume, work progress, key issues, unresolved cases, and matters requiring further assistance
• Identify recurring or abnormal issues during daily operations and summarize findings
• Provide feedback to the team for process improvement

About you

• Minimum 2 years of customer service experience
• Good command of English in both written and spoken communication, with the ability to communicate with customers and respond to emails/tickets professionally
• Familiar with ticketing systems and basic Microsoft Office or other office software
• Good communication, problem-solving, and analytical skills
• Responsible, detail-oriented, proactive, and able to work well in a team
• Able to identify issues promptly, provide feedback, and follow up until the issue is resolved
• Experience with courier, logistics, or e-commerce customer service is preferred
• Ability to speak Mandarin/Chinese is an added advantage