Key Responsibilities:

• Assist to investigate and resolve escalated inquiries or complaints related to client parcels / shipments, such as delayed, misplaced, damaged shipments and pending of documentations required.

• Coordinate with relevant departments , including operations, logistics, and warehouse, to identify and rectify the cause of issues.

• Provide solutions to resolve challenges while ensuring minimal impact on clients.

• Being the point of contact for escalated cases, ensuring to provide clear and timely updates to clients.

• Demonstrates professionalism and empathy when handling challenging situations.

• Proactively identify recurring problems and suggest process improvements to prevent future occurrences.

• Maintain accurate documentation of escalated cases, resolutions, and follow-ups.

• Work closely with relevant departments to ensure smooth consistent service delivery.

• Provide feedback and insights to improve overall customer care processes.

• Assist with any other duties or projects assigned by the reporting officer.