Partner and seller support L3 (Contract) SPX Express - Operations - Bangkok - Shopee

This role involves handling inbound seller inquiries regarding logistics issues such as pickup failures, delivery delays, returns, and lost or damaged parcels. The position requires communicating professionally with sellers using approved templates and ensuring inquiries are handled within assigned SLAs. Responsibilities include performing standard checks on shipment tracking and system data, applying existing SOPs to determine resolutions, and coordinating with internal Operations and Logistics partners for follow-up. The role also entails identifying cases requiring escalation, following up on escalated cases, and ensuring all cases are properly categorized and recorded.

Handle inbound seller inquiries related to logistics issues, including pickup failures, delivery delays, returns, and lost or damaged parcels.

Understand seller concerns and provide accurate information and resolutions based on established SOPs and policies.

Communicate with sellers professionally using approved templates, guidelines, and communication standards.

Ensure seller inquiries are handled within the assigned SLA.

Perform standard checks on shipment tracking, system data, and operational tools to identify the status and basic cause of issues.

Apply existing SOPs and policies to determine the appropriate resolution for standard cases.

Coordinate with internal Operations, Logistics, or relevant partners for basic issue follow-up.

Identify cases that cannot be resolved through standard SOPs or require further investigation.

Escalate complex, sensitive, or recurring issues to Senior Analysts with complete case details and supporting information.

Follow up on escalated cases when required and communicate status updates to sellers.

Ensure all cases are properly categorized and recorded according to team guidelines.

Bachelor’s degree in Business Administration, Logistics, Operations Management, or a related field.

0–2 years of experience in Seller Support, Customer Service, Operations, Logistics, or a related function. Fresh graduates are welcome to apply.

Good understanding of basic logistics and delivery operations is a plus.

Good communication and interpersonal skills, with the ability to communicate professionally with sellers and internal teams.

Strong attention to detail and ability to follow SOPs accurately.

Basic problem-solving skills with the ability to identify when an issue needs to be escalated.

Comfortable working with Google Sheets / Microsoft Excel and operational systems.

Able to handle multiple cases and prioritize work based on SLA and urgency.

Willing to work in a fast-paced operational environment.

Good command of Thai; English communication skills are a plus.

Good understanding of basic logistics and delivery operations, English communication skills