IntelliPro Hiring! Full Time Customer Service Logistics in Federal Territory - Ricebowl

Job Responsibilities

1. Follow up on customer complaints and coordinate cross-functional resources including Legal, Operations, Business, and Technology teams to communicate and coordinate effectively, and drive reasonable resolution steps based on the complainant's concerns.

2. Conduct in-depth root cause analysis and drive complaints to closure, maintaining close follow-up with customers to prevent further escalation.

3. Compile and summarize complaint data, analyze complaint frequency across different scenarios, and identify key customer complaint issues to provide a basis for business optimization.

4. Participate in optimizing complaint-handling processes and propose improvements to products or service processes to reduce complaint escalation rates at the source.

5. Handle other matters within the team.

Requirements

1. Experience in logistics, e-commerce, or customer service is preferred.

2. Minimum SPM or Diploma, with fluent written English and basic knowledge of the US express delivery business.

3. Detail-oriented and proficient in Excel.

4. Strong ability to work under pressure and willing to work shifts.

Working hours: 09:00–18:00 (may add a 00:00–09:00 shift later depending on business development).