Customer Service Specialist - Control Tower, SPX Express, Singapore

Job Description:
High-Level Issue Resolution: Investigate and resolve complex (L2/L3) tickets regarding missing, delayed, or high-priority shipments with a focus on first-time resolution. Operational Monitoring: Oversee daily dispatch status and identify potential delivery bottlenecks to proactively mitigate delays. Cross-Functional Liaison: Act as the primary link between sellers, buyers, and internal logistics partners to resolve multi-party shipment disputes. Evidence Validation: Conduct rigorous audits of Proof of Delivery (POD) against SOPs to validate delivery claims and resolve disputes fairly. SLA Management: Ensure all assigned tickets are handled within strict turnaround times (TAT), maintaining the gold standard for SPX service levels. Reporting & Analytics: Compile weekend performance data and provide 'voice of the customer' insights to the Operational Excellence team to improve long-term processes.
Requirements:
Minimum 3 years of customer service experience, preferably in logistics related field Proficient in Google Suite (Sheets/Docs) and MS Office Exceptional conflict resolution skills Highly disciplined and detail-oriented, with the ability to work autonomously without direct supervision Good interpersonal and communication skills Comfortable with a weekend shift schedule