Operations Specialist - Customer Escalation Handling, SPX Express

About The Team
The Operation Specialist - Customer Escalation Handling is responsible for handling and resolving escalated operational issues from the CS (Customer Service) call center that cannot be resolved at the frontline. This role requires a detailed understanding of our logistics processes—ranging from pickup, sorting, and delivery to returns management, service point, and locker operations. The ideal candidate will collaborate with various internal teams (Operations, Business Development, Customer Service) to ensure timely resolution and continuous improvement of our service standards.
Job Description
Escalation Management

• Investigate and resolve escalated inquiries or complaints from both sellers and buyers, ensuring prompt and thorough resolution.
• Serve as the main point of contact for complex issues that cannot be resolved at the call center level.
  

Operation Process Experti...