E-commerce Complaint Handling Specialist

Join J&T Cargo as an E-commerce Complaint Handling Specialist and play a pivotal role in ensuring seamless customer experiences in the fast-paced e-commerce logistics sector. This position offers a unique opportunity to bridge the gap between clients and operational teams, leveraging your expertise in resolving complaints efficiently. Based in Jakarta Utara, you'll be at the heart of J&T Cargo's commitment to excellence in e-commerce logistics.

As an E-commerce Complaint Handling Specialist, you'll be responsible for managing and resolving customer complaints related to logistics services. You'll work closely with various teams to ensure that customer issues are addressed promptly and effectively, maintaining high levels of customer satisfaction. This role is perfect for someone who thrives in a dynamic environment and is passionate about delivering exceptional service.

Utilizing tools like Zendesk and Salesforce, you'll handle a high volume of complaints daily, ensuring that each issue is resolved within the agreed Service Level Agreements (SLAs). Your ability to communicate clearly and professionally will be crucial in maintaining positive relationships with customers and internal teams alike.

📋 Tanggung Jawab Pekerjaan

• Receive, document, and categorize customer complaints related to e-commerce logistics services.
• Work with cross-functional teams to investigate and resolve complaints efficiently.
• Ensure all customer issues are addressed within agreed SLAs.
• Provide regular reports on complaint trends and resolutions to the management team.
• Train and mentor junior staff on complaint handling best practices.
• Continuously monitor and improve complaint resolution processes.
• Collaborate with the customer service team to enhance the overall customer experience.
• Stay updated with industry trends and best practices in e-commerce logistics complaint handling.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Logistics, or a related field.
• Minimum 3 years of experience in customer service or complaint handling in the logistics or e-commerce industry.
• Proficient in using CRM systems like Zendesk, Salesforce, or similar tools.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to work under pressure and meet tight deadlines.
• Familiarity with Indonesian language and culture.
• Certification in customer service or complaint resolution is a plus.

🛠️ Keahlian

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