Job responsibilities
• Handle customer inquiries received through multiple channels such as phone, email, and instant messaging; understand customer needs and provide responsive and efficient service.
• Communicate customer issues and needs promptly and effectively, collaborate with other departments to resolve them, and improve overall customer satisfaction.
• Use customer service systems (such as ticketing and call systems) to manage tickets, tag issues, handle exceptions, initiate investigations, modify addresses, and process complaints; complete related tracking and performance report forms.
• Resolve logistics tracking issues by communicating across departments and teams; coordinate parcel-related issues between the warehouse and last-mile delivery service partners (DSPs), ensuring professional and timely responses.
• Handle customer complaints and concerns with empathy; log and seek solutions, proactively escalate critical cases, and follow up until final resolution.
• Regularly collect and analyze data, provide feedback on client-side issues, suggest process improvements, and enhance service efficiency.
• Prior experience in handling logistics exceptions or customer complaints is preferred.
Job requirement
• Proficiency in both Spanish and Chinese. Bachelor’s degree or above; majors in Logistics, International Trade, or Spanish language are preferred.
• Prior customer service experience is preferred; familiarity with logistics or cross-border e-commerce business processes is a plus.
• Proficient in Microsoft Excel, Word, and PowerPoint; experience with logistics tracking systems is an advantage.
• Excellent communication and coordination skills; sound judgment in identifying service risks, safety issues, or potential PR crises; strong customer service awareness and team spirit.
• Strong ability to work under pressure and handle emergencies during non-working hours.
• Experience in resolving logistics exceptions or customer complaints; capable of managing urgent incidents and evaluating escalation strategies to uphold the company’s image.
What we offer
• We provide a collaborative environment where you can work on exciting projects, along with continuous opportunities for personal and professional growth.
• A competitive salary package and a clear career progression path.
• An international and multicultural working environment within a large group.
• The opportunity to grow with a fast-growing startup offering strong future prospects.
• Various benefits, including role-specific incentive programs aligned with the company’s growth stage, as well as a commuting allowance.
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