Department: Quality Control & Customer Service
Reporting to: Customer Service Supervisor
Employment Type: Full-time, Fixed-term Contract
Working Pattern: On-site, 5 days per week 8:30 am–5:30 pm
Job Summary
J&T Express UK is seeking a Customer Service Specialist to support customer service and claims operations across our last-mile parcel delivery network.The role focuses on reviewing delivery-related claims, resolving escalated cases, supporting regional teams and overseeing service quality across our outsourced customer service operations. The successful candidate will work closely with Operations, Regional Customer Service, Warehouse, Transport, Finance and outsourced BPO teams to ensure cases are assessed accurately and resolved within agreed service levels.
Key Responsibilities
Claims Review and Resolution
- Review last-mile compensation claims involving false delivery, parcel loss, shortage, damage and other delivery exceptions.
- Verify proof of delivery, delivery records, tracking history, customer evidence and internal investigation results before approving compensation.
- Conduct delivery recall and validation checks to reduce incorrect decisions and prevent overcompensation.
- Assess high-value and complex claims in accordance with company policies and approval requirements.
- Prepare clear claim assessments and compensation recommendations based on available evidence.
- Coordinate with Operations, Regional Customer Service Teams to investigate and resolve claims.
Escalated Case Management
- Manage customer cases escalated by regional teams and outsourced customer service agents.
- Assess and categorise cases according to urgency, value, regulatory risk, customer impact and operational complexity.
- Prioritise high-risk cases, including high-value loss claims, repeated failed-delivery complaints and cases involving potential regulatory or legal escalation.
- Track open cases, coordinate internal actions and reduce resolution lead times.
- Provide outsourced agents with timely internal updates so they can respond accurately to customers.
- Escalate complex or high-risk cases to the appropriate internal stakeholders when required.
- Maintain accurate case notes, supporting evidence and decision records.
Outsourced Customer Service Support
- Liaise regularly with outsourced customer service teams responsible for handling customer enquiries through telephone, live chat, email and other service channels.
- Provide operational guidance and case-handling support to outsourced agents.
- Answer questions relating to shipment status, delivery exceptions, claims and escalation procedures.
- Support the training and development of outsourced agents to improve their knowledge of last-mile operations.
- Monitor ticket quality, claim assessment standards, case-handling accuracy and adherence to service-level agreements.
- Align outsourced and regional teams on service standards, escalation criteria and claim-handling procedures.
- Identify knowledge gaps and provide feedback, guidance or training materials where required.
Ticket and Systems Management
- Manage customer cases and shipment information through the company’s GMS system.
- Use available system functions to review order status, tracking events, case ownership and progress across different stages of resolution.
- Ensure all case actions, evidence, decisions and outcomes are recorded accurately.
- Monitor case volumes, ageing and SLA performance, and follow up on overdue actions.
- Produce regular reports on claims, escalations, resolution times and recurring service issues.
B2B Merchant Support
- Support B2B merchants with delivery exceptions, claims and other customer service enquiries.
- Coordinate with relevant internal teams to resolve merchant cases efficiently.
- Manage multiple requests and high case volumes by prioritising tasks according to urgency, risk and business impact.
- Provide clear and professional updates to merchants and internal stakeholders.
Service Quality and Continuous Improvement
- Ensure claim decisions and case communications meet company policies and service standards.
- Analyse recurring complaints, delivery exceptions and claim trends to identify operational issues.
- Recommend corrective actions to reduce false-delivery complaints, parcel losses, transit damage and repeated customer contacts.
- Support the development and continuous improvement of customer service, claim-handling and escalation procedures.
- Undertake other duties as required by the business.
Requirements
- 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.
- Proficient in Microsoft Office, particularly Excel.
- Strong written and verbal communication skills in English.
- Mandarin Chinese language skills are preferred.
What We Offer
- Competitive salary package
- Annual leave entitlement
- Training and professional development opportunities
- Opportunities for career development within a growing international logistics business
职位类型：全职
Work Location: 现场办公
