Top Seller Support (Nhân Viên Hỗ Trợ Nhà Bán) - SPX Express, Customer Excellence

• Act as the main point of contact for key sellers on the SPX Express platform.

• Build and maintain trusted, long-term relationships with top sellers.

• Understand seller needs and feedback; coordinate cross-functionally (Ops, Tech, CS, Payment...) to resolve issues and improve service quality.

• Provide timely, accurate, and high-quality support via Zalo, email, or call – with a focus on first contact resolution.

• Handle escalations and urgent cases with a solution-driven mindset.

• Forecast shipment volume trends and analyze seller behavior. 

• Monitor key performance indicators (KPI) related to seller experience, service quality, and operation efficiency

• Identify growth opportunities and work with internal teams to unlock seller potential. 

• Proactively contribute improvement ideas to streamline support workflow.

• Ensure adherence to internal SLA, SOPs, and maintain high quality in all interactions.

• Perform other duties as assigned by the line manager. 

• Other tasks are assigned by the Company from time to time. 

Yêu cầu công việc:

• At least 1 year of experience in logistics, e-commerce, or account management

• Strong ownership and stakeholder management skills.

• Excellent communication, negotiation, and problem-solving skills.

• Solid understanding of logistics and seller operations. 

• Proficient in Google Sheets/Excel; able to analyze and interpret data

• Self-motivated, adaptable, and comfortable in a fast-paced environment.

• Experience supporting VIP clients or high-volume sellers is a strong plus.

• Bachelor’s degree in Business, Logistics, or related field is preferred.