Position Summary
The Customer Service Undelivery role is responsible for handling failed delivery shipments and ensuring each case is properly followed up in accordance with SLA. This role involves active communication with customers to verify shipment details, investigate the root causes of undelivery, and coordinate with the operations team until resolution. The position also requires proper documentation, case monitoring, and providing insights to support operational improvements.
Qualifications
- Minimum Diploma (D3) or Bachelor's Degree (S1) in any field.
- At least 1 year of experience as a Customer Service handling Undelivery / Failed Delivery cases in logistics, courier, or e-commerce industries.
- Experienced in following up on failed shipments (invalid address, unreachable recipient, rejection, COD failure, etc.).
- Proven experience in investigating undelivery cases and coordinating with operations teams.
- Experienced in handling customer complaints related to delays or failed deliveries and providing appropriate solutions.
- Detail-oriented with strong administrative and system update accuracy.
- Able to work under SLA targets and manage high case volumes.
- Familiar with CRM / ticketing systems and proficient in Excel or Google Sheets.
