Complaint and Claims Specialist (m/f/d)

J&T Express is a fast-growing global logistics company with a strong focus on e-commerce and last-mile delivery.

With operations across Asia and rapidly expanding across Europe, we are building reliable processes and strong customer experience standards in Germany.

When things don’t go as planned, it’s about how fast and how well you respond.

This role is at the heart of that responsibility – ensuring that issues are resolved, customers are heard, and quality continuously improves.

Your Responsibilities

• Take ownership of complex tickets that were not resolved within standard timelines (e.g. damaged, lost, or delayed shipments)
• Clarify customer concerns, follow up proactively, and ensure timely and transparent resolution
• Act as a central point of contact for escalated complaints and claims cases
• Manage and respond to service-related topics raised via regulatory authorities, social media, or other public channels
• Monitor regional ticket performance and identify gaps in handling and resolution
• Support underperforming regions through structured follow-ups and improvement measures
• Contribute to continuous improvement of complaint handling processes and service quality

Your Profile

• First experience in customer service, claims management, logistics operations, or a similar environment
• Strong analytical mindset and ability to identify patterns and issues based on data
• Structured, solution-oriented, and resilient way of working, especially in challenging situations
• Experience in training, coaching, or supporting teams is a plus
• Familiarity with German regulatory requirements is an advantage
• Confident in using common office tools and data analysis tools