I. Position Overview
We are looking for a highly driven and committed Client SWAT Executive to join our Client SWAT Team. This role plays a critical part in maintaining service excellence for merchants by owning compensation workflows, resolving complaints, and coordinating across internal teams to deliver fast, accurate, and satisfactory solutions. You will act as the escalation point for complex merchant cases, ensuring end-to-end handling from assessment to final payout.
II. Key Responsibilities
- Receive merchant compensation requests and verify required documents based on contract terms.
- Align with internal teams (Operations, Finance, Legal, Sales, KAM) to finalize compensation solutions.
- Resolve compensation tickets within SLA, ensuring accuracy and transparency.
- Negotiate externally with merchants to reach the most satisfactory solution.
- Submit payment requests, follow up the approval workflow, and ensure on-time payout completion.
- Report performance metrics, compensation trends, and case insights to line managers..
- Support cross-team collaboration in backlog clearance and urgent escalations.
- Lead resolution of high-impact or complex merchant cases requiring cross-department alignment.
- Coach and guide junior members on compensation knowledge, negotiation, and documentation quality.
- Drive process improvements to enhance turnaround time, consistency, and merchant satisfaction.
- Represent the SWAT team in cross-functional projects involving compensation, policy updates, or service enhancements.
III. Qualifications
- Minimum 1–2 years of experience in Customer Service, Operations, Logistics, or Complaint Handling.
- Strong problem-solving skills, ability to stay composed under pressure, and attention to detail.
- Excellent communication and negotiation skills, both internal and external
- Agile, responsible, and eager to learn.
- Strong teamwork, documentation, and presentation skills.
- Sincere, cautious, and thoughtful in handling sensitive cases.
Nice-to-have: Experience in e-commerce, fulfillment, shipping, or prior exposure to compensation workflows
IV. Working Conditions
- Workplace: Main office (with occasional visits to warehouse sites when required)
- Working schedule: Monday to Saturday, rotating shifts
- Reporting line: Reports to Client Operations Manager
- Working time: Full-time
V. Why Join Us
- Join a high-impact team that directly safeguards merchant trust and service quality.
- Gain hands-on experience in real e-commerce operational challenges and compensation management.
- Career path to Senior/Team Lead roles based on problem-solving performance and ownership mindset.
- Work in an environment that embraces technology, continuous improvement, and customer-centric service.