دیجی‌اکسپرس | DigiExpress

حمل و نقل، لاجستیک و انبارداری بیش از ۱۰۰۰ نفر www.digiexpress.ir

استخدام Service Support Specialist

این آگهی منقضی شده است

دسته‌بندی شغلی

پشتیبانی و امور مشتریان
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حداقل سابقه کار

سه تا شش سال
حقوق

توافقی

شرح موقعیت شغلی

DigiExpress is looking for a Service Support Specialist to deliver high-quality operational support by managing customer and seller requests through our CRM platform. In this role, you will ensure timely case resolution, maintain accurate documentation, collaborate with cross-functional teams, and contribute to an outstanding service experience. Your work will directly impact customer satisfaction, operational efficiency, and service quality.

Key Responsibilities

Register, categorize, and manage customer and seller cases within the CRM system
Ensure all support tickets are accurately documented and regularly updated
Execute support workflows in line with established service standards and SLAs
Resolve routine operational issues within the defined scope of responsibility
Escalate complex or recurring issues to the appropriate teams and monitor them through to resolution
Track assigned cases to ensure timely responses and successful closure
Monitor ticket backlogs and follow up on pending requests
Support reporting by contributing data related to response time, resolution rate, and customer satisfaction
Adhere to CRM processes, internal policies, and service quality standards
Identify recurring issues and share insights that support continuous process improvement
Collaborate with Customer Experience, Seller Experience, Product, Operations, Commercial, and other internal teams to resolve cases efficiently
Maintain clear and professional communication with internal stakeholders throughout the support lifecycle
Ensure the accuracy and completeness of CRM records and case documentation

Qualifications

+2 years of experience in customer support, CRM operations, service operations, or a related field.
Experience in e-commerce, marketplace, or logistics environments is a plus.
Familiarity with CRM and ticketing systems.

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معرفی شرکت

دیجی‌اکسپرس محیطی پویا، چابک و نوآورانه برای افراد خلاق و سخت‌کوش فراهم کرده است. ما به دنبال هم‌مسیرانی هستیم که با میل به یادگیری، چابکی و روحیه پیشروانه در کنار هم مرزهای صنعت لجستیک را جابه‌جا کنیم.