SMB Complaint Investigation Executive (E-commerce Logistics, Shift-based)

About the role

You'll investigate complaints from small and medium business (SMB) merchants and platform customers, verify what's actually going on, and respond within agreed timelines. You'll be working on complaints related to U.S. parcel and freight operations, using ticket systems and standard processes, in a team where accuracy and traceability are non-negotiable. This role requires excellent Mandarin — you'll be working with the regional team, so your language skills are a core asset.

Key responsibilities

• Verify and investigate customer complaints submitted by SMB merchants and the platform, following company rules and regulations
• Complete verification within required timelines and escalate issues up the chain as per process
• Respond to customers in writing through the ticket system or standard templates within Service Level Agreement (SLA) timelines
• Ensure every ticket is closed properly and traceable
• Escalate high-risk complaints immediately upon identification
• Follow Standard Operating Procedures (SOPs) strictly at every step
• Regularly review your own work and join weekly quality review meetings
• Share typical cases and propose improvements to existing processes
• Comply with company data security and privacy policies
• Handle confidential customer information with care and eliminate any risk of data leakage

About you

• Prior experience in logistics, cross-border e-commerce, or customer service — preferred
• Bachelor's degree or above
• Excellent Mandarin (listening, speaking, reading, writing) — a core requirement for this role
• Good English — working proficiency for written communication
• Basic knowledge of U.S. parcel and freight operations
• Meticulous and detail-oriented; proficient in Microsoft Excel
• Able to work under pressure and adapt to high-intensity workloads
• Open to shift schedules

Benefits

• Your Mandarin skills are a core part of this role — genuinely used and valued every day
• Get trained on U.S. parcel and freight operations — no prior U.S. logistics experience needed
• Be part of a fast-growing e-commerce logistics company with a multicultural team
• Clear career path with opportunities to grow into quality, training, or operations roles
• Competitive salary with shift allowance and comprehensive medical benefits
• Modern, comfortable office in a convenient location