POD Investigation Specialist

About the role

This role involves verifying customer complaints submitted by merchants and the platform in accordance with company policies and regulations, completing investigation work within required timeframes, and escalating issues following established procedures.

Key responsibilities

• Verify customer complaints submitted by merchants and the platform side in accordance with company policies and regulations; complete investigation work within the required timeframe and escalate issues following established procedures.
• Respond to customers in writing with investigation results through the ticketing system or standard templates, in compliance with Service Level Agreement (SLA) requirements, ensuring tickets are closed in a timely manner.
• Escalate high-risk complaints immediately; strictly follow Standard Operating Procedures (SOP) throughout the entire process to ensure consistent, standardized, and fully traceable handling.
• Conduct regular self-reviews and retrospectives; participate in weekly quality assurance meetings to share typical cases and propose optimization suggestions for existing business processes.
• Comply with company data security and privacy management regulations; properly safeguard customers' confidential and sensitive information, and prevent any data leakage.

About you

• Prior experience in logistics, cross-border e-commerce, or customer service is preferred.
• Bachelor's degree or above.
• Excellent Chinese listening, speaking, reading, and writing skills, with strong English proficiency.
• Basic knowledge of domestic parcel and freight operations within the United States.
• Meticulous and detail-oriented, proficient in Excel.
• Strong ability to work under pressure and adapt to high-intensity workloads; willing to work rotating shifts as scheduled.