Customer Service Specialist - Control Tower, SPX Express

Shopee • Commerce • 1 day ago
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Salary
≈ $39k – $102k per year (Estimated)
Location
In office (Singapore)
Seniority
Middle · 3+ years exp

Confirmed on the employer's own hiring board on Sep 25, 2026. First seen by Alion on Sep 24, 2026.

Overview
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Profile match

Shopee

Shopee is a multinational technology company and e-commerce marketplace platform operating as a subsidiary of Sea Limited. The company provides a hybrid B2C and C2C digital marketplace offering retail products, integrated digital payments and financial services via ShopeePay/SeaMoney, and end-to-end logistics and fulfillment solutions through SPX Express. Headquartered in Singapore, the platform serves millions of consumers and merchant partners across Southeast Asia, Taiwan, and Latin America.
shopee.com • HQ: Singapore • Commerce • 1001-5000 employees • Est. 2015
  • 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.
  • 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
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