Service Support Specialist

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