Service Recovery Operations Assistant

The Service Recovery Assistant is responsible to resolve and rectify issues with parcels that fall under the Service Recovery department.

Responsibilities

• Reporting to clients about issues with parcels (missing, damaged, inaccurate info, etc)
• Investigate issues and liaise closely with other departments to assess and resolve them, you may be required to handle parcels
• Identify service lapses and proactively engage clients to rectify the issues
• Work with internal stakeholders to recognize and resolve daily operational issues
• Handle complaints, provide appropriate solutions and alternatives within appropriate time frame while maintaining excellent service level standards
• Repacking and repackaging of damaged parcels when required
• Ensure work processes and KPIS are followed and met
• Any other ad-hoc duties as assigned

Requirements

• MS-Office & Zendesk (will be an advantage)
• Able to work in a fast-paced environment; manage enquiries and feedbacks with tact and professionalism
• Be resourceful and resolve challenges arising from daily operations
• Preferably with experience in a customer service or logistics frontline role
• Comfortable working in a warehouse environment