Route Monitoring Officer (SPX Express)

Job Description

Case Monitoring:

• Track and monitor cases raised by the customer service team.
• Send timely reminders to route planners to address and respond to open cases.
• Ensure that all cases are resolved in a satisfactory manner.

Quality Assurance

• Regularly assess and verify the quality of work delivered by drivers.
• Evaluate the effectiveness of route planners in responding to feedback and resolving issues.

Consecutive Missed Pick-up Follow-Up

• Review reports of missed pick-up cases
• Notify route planners about unresolved cases and ensure they are addressed promptly.

Daily Communication

• Send daily SMS notifications to sellers with a summary of pick-up information.
• Ensure SMS content is accurate and sent in a timely manner.

Feedback Review

• Analyze feedback received directly from sellers.
• Determine the root cause of each feedback, distinguishing whether issues are attributable to route planners or drivers.
• Implement corrective actions based on feedback analysis.

Requirements

• Bachelor’s degree in any field.
• Fresh graduates are welcome.
• Available to work 5 days per week: rotation shift to cover both Sat and Sun.
• Working hours: 11.00 - 20.00 or 12.00 - 21.00.