Service Improvement Specialist

Job Description

- Monitor and analyze daily service-related data, including customer complaints, inventory discrepancies, lost and damaged shipments, and other operational issues.
- Prepare weekly and monthly reports, including in-depth analysis of major issues and operational risks.
- Follow up on corrective actions with Agents, Gateway, and Outlets to ensure issues are properly addressed and resolved.
- Support the development of early warning systems, service quality monitoring, and continuous improvement mechanisms.
- Review and optimize Customer Service SOPs, operational processes, and management standards.
- Monitor key service improvement projects and evaluate their effectiveness by comparing results before and after implementation.
- Coordinate with Quality Control, Training, and other departments to support service quality improvement initiatives.

Job Requirements

- Minimum Diploma (D3) or Bachelor's Degree (S1) in any relevant field.
- Previous experience in Customer Service, Logistics Operations, Service Improvement, Data Analysis, or as a Verifier/Verification Staff is preferred.
- Experience in data verification, document checking, discrepancy identification, or operational monitoring will be an advantage.
- Proficient in Microsoft Excel with basic data analysis skills.
- Strong analytical and logical thinking skills, with the ability to identify problems, analyze data, and provide improvement recommendations.
- Good communication and coordination skills, with the ability to collaborate across departments.
- Detail-oriented, responsible, and proactive in following up on issues until resolution.
- Mandarin language skills will be an advantage.