Seller Management - Contract (SPX Express)
- Bangkok
- Permanent
- Full-time
- Act as the primary point of contact for the sellers, to problem-solve any issues and cases that occur while using SPX services, with the objective to solve the root causes during weekend (Sat and Sun)
- Provide constructive feedback to the related teams in order to get the long-term solution.
- To receive, evaluate, and escalate complex or unresolved seller issues via the SPX system.
- Ensure accurate and complete case details are submitted to relevant teams for investigation and resolution.
- Follow up on pending issues with internal teams and provide timely updates to sellers or RMs.
- Monitor and evaluate daily chat conversations between RM agents and sellers/customers to ensure adherence to communication, policy, and service standards.
- Identify gaps in tone, accuracy, process compliance, and resolution quality.
- Provide constructive feedback and coaching points to agents, either directly or via their team leads.
- Develop QA scorecards, audit templates, and assist in defining quality benchmarks.
- Review cases related to pickup fleet complaints
- Work with the Operations team to suggest improvements based on audit findings and seller feedback.
- Identify root causes of recurring issues such as miss pickup and late pickup
- Good in seller and stakeholder management skills.
- Ability to proactively identify and resolve logistics-related issues.
- Problem-solving mindset with attention to detail.
- Good in communication both verbal and non verbal skills