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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

Customer Support Agent - SPX Express (Yogyakarta)