As a Customer Operations Specialist, you’ll be the bridge between consignees andinternal teams. You’ll manage customer inquiries, investigate delivery issues, and ensure parcels move smoothly through the Final Mile. This isn’t a scripted call-center job –although you’ll have a playbook at your disposal, you’ll be trusted to think critically, solve problems, and collaborate across the business.

Key Responsibilities

• Respond to customer inquiries via tickets, email, and phone with clarity andprofessionalism
• Manage and prioritise cases in our ticketing system (Zendesk), ensuring timely updatesand resolution
• Work closely with Supervisors and IT/Dev teams to troubleshoot escalated or technicalissues
• Monitor multiple cases at once, meeting SLAs and internal performance standards• Identify recurring issues and suggest process improvements to reduce futureescalations
• Support data collection efforts (CSATs, KPIs, customer feedback) to help improveoverall service
• Stay composed under pressure while adapting when workloads fluctuate

Required Skills & Qualifications

• Experience in customer service within a demanding, high-volume environment
• Strong written and verbal communication skills• Proficiency with ticketing systems (Zendesk experience is a plus)
• Ability to multitask, prioritize, and stay organized under pressure
• Collaborative mindset—comfortable working with Operations, Supervisors, IT/Dev, andClients
• Digital fluency with web browsers, apps, and workplace technology
• Proficiency in Microsoft 365 (Outlook, Excel, Teams, etc.)

Preferred / Nice-to-have

• Experience in logistics, particularly Final Mile delivery• Familiarity with CSAT collection, KPI tracking, or basic analytics
• Ability to diagnose common system or workflow errors (e.g., ticketing issues, order notsyncing, scanning errors) and escalate with clear documentation

Who You Are

• A strong communicator who can translate complex processes into clear answers
• An analytical problem-solver who’s decisive under pressure• Detail-oriented and organized, without losing speed
• Proactive and curious – driven to find solutions rather than wait for them
• Resilient, steady, and process-minded