Location: Birmingham / Lutterworth
Job Type: Full-time, Permanent
About the Role
J&T Express UK is seeking a Customer Service & Claims Specialist to support customer service operations across our parcel delivery network. The role is responsible for handling customer enquiries, shipment exceptions, loss and damage claims, compensation cases, account reconciliation enquiries and ticket management.The successful candidate will work closely with Operations, Warehouse, Transport and Finance teams to ensure customer issues are resolved efficiently and professionally.
Key Responsibilities
Customer Service
- Handle customer enquiries via phone, email and ticketing systems.
- Provide timely and professional responses to customer requests and complaints.
- Follow up on shipment exceptions, delayed deliveries and service-related issues.
- Maintain accurate customer records and case notes.
Claims Management
- Process parcel loss, damage and shortage claims.
- Investigate customer complaints and collect supporting documentation.
- Coordinate with operational teams to verify shipment information.
- Prepare claim assessments and compensation recommendations.
- Ensure claims are processed within agreed service timelines.
Reconciliation & Settlement Support
- Assist with customer billing enquiries and account reconciliations.
- Support compensation calculations and settlement processing.
- Liaise with Finance and Operations teams to resolve discrepancies.
Ticket & Case Management
- Manage customer cases through the company ticketing system.
- Track open cases and ensure timely resolution.
- Maintain accurate records and reporting data.
- Escalate complex issues where necessary.
Service Quality
- Ensure all customer communications meet company service standards.
- Support continuous improvement initiatives to enhance customer experience.
- Identify recurring customer issues and recommend corrective actions.
RequirementsEssential
- 3–5 years' experience in Customer Service, Claims Handling or Customer Operations.
- Experience within Logistics, Courier, Express Delivery, Transportation or Warehousing industries.
- Experience handling customer complaints, shipment issues, damage claims or compensation cases.
- Strong attention to detail and problem-solving skills.
- Experience using CRM, ticketing or customer service systems.
- Fluent in Mandarin Chinese and English, both written and spoken.
- Proficient in Microsoft Office, particularly Excel.
Job Type: Full-time
Work Location: In person
