Logistics Tracing - Customer Service Advisor

Working Location:
6 Thang Long Street, Ward 4, Tan Binh District, Ho Chi Minh City
Working time:
5 days/week, fixed day off on Sunday.
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 8:00 AM - 6:00 PM, not fixed. If working on Saturday, employees will be entitled to one compensatory day off on any weekday from Monday to Friday.
Job Description
Provide full tracing service for shipment incidents, including undelivered, returned, misrouted, delayed, lost, or damaged shipments, including different kinds of service incidents.
End-to-end ownership - investigate shipment issues, identify root causes, and coordinate with relevant internal teams and overseas stations to drive timely resolution.
Handle and respond to all tracing enquiries confidently and knowledgeably in line with global Customer Service process, creating a win-win outcome for customers and the company.
Demonstrate professionalism and deliver best-in-class customer service to all internal and external customers.
Highlight areas for improvement with suggested solutions to improve procedures, technology, and service in order to positively enhance customers' experience with the company.
Assist the Customer Care Supervisor, if applicable, in carrying out relevant CS orientation / training programs for new or existing CS staff.
Requirements
Minimum 4-5 years of experience in Customer Service, preferably within the Logistics, Express, Freight Forwarding, or Supply Chain industry.
Relevant experience in Logistics Customer Service, Documentation, Operations, Shipment Tracing, or Exception Handling is required.
Good understanding of documentations & shipment processes and the ability to work with multiple stakeholders to investigate and resolve issues.
Strong problem-solving and case-handling skills, particularly for complex customer complaints or shipment incidents requiring multiple follow-up steps.
Good English communication skills, with the ability to consult and support both local and international customers.
Professional, patient, customer-oriented, and able to remain composed when handling escalated or time-sensitive cases.
Strong follow-up and ownership mindset, with the ability to manage cases from initial investigation through final resolution.
Salary & Benefits
Gross salary: min 15,000,000 - 17,000,000 VND/month.
13th month salary.
Full compulsory insurance package.
Professional environment with internal career development.
On-the-job training and continuous learning opportunities.