Bilingual Client Success Specialist

Job summary

Monitor and track last-mile delivery quality metrics to provide customized performance reports for clients. Manage customer inquiries, resolve service tickets, and collaborate with internal teams to optimize service processes.

Job details

About the role？ 1.负责尾程小包派送质量的全流程跟踪与监控，包括上网率、妥投率、妥投时效等关键指标，并为客户提供定制化的绩效报告。 o Monitor and track last-mile delivery quality, including key metrics such as scanning rate, delivery success rate, and timeliness; provide customized performance reports to clients. 2.高效响应客户咨询，及时处理服务工单，确保客户问题得到闭环解决。 o Efficiently respond to customer inquiries and handle service tickets to ensure timely resolution. 3.协助处理异常情况及纠纷。 o Assist in handling exceptions and disputes. 4.搭建并维护客户与内部团队（如运营、产品、销售等）的良好协作关系。 o Build and maintain strong collaborative relationships between clients and internal teams (e.g., operations, product, sales). 5.通过数据分析识别服务环节中的问题，推动流程优化并定期输出改进报告。 o Use data analysis to identify issues in service processes, drive continuous improvement, and generate regular reports. 6.适应跨时区沟通，支持跨境电商物流旺季加班需求。 o Support cross-time zone communication and overtime work during peak seasons of e-commerce logistics. 任职要求 / Qualifications 具备优秀的中英文沟通能力（书面和口语），能够与国内外客户流畅对接。 o Strong Mandarin and English communication skills (both written and spoken), capable of engaging effectively with China based and overseas clients. 具有物流行业经验，尤其是电商物流领域经验者优先。 o Experience in logistics, particularly in e-commerce logistics, is preferred. 客户服务意识突出，具备出色的问题解决能力和抗压能力。 o Strong customer service mindset, problem-solving skills, and ability to work under pressure. 具备数据处理和分析能力，熟练使用Excel进行数据建模和报表制作。 o Proficient in data processing and analysis; skilled in Excel for data modeling and reporting. 具备优秀的跨部门协作能力和时间管理能力，能同时处理多项任务。 o Excellent cross-functional collaboration and time management skills, with the ability to multitask effectively. 有利益相关方管理或团队协作经验者优先。 o Experience in stakeholder management or team collaboration is a plus.

What you’ll do

Monitor and track last-mile delivery quality metrics to provide customized performance reports for clients. Manage customer inquiries, resolve service tickets, and collaborate with internal teams to optimize service processes.

Requirements

Requires fluency in Mandarin and English with strong data analysis skills and proficiency in Excel. Experience in e-commerce logistics and a strong customer service mindset are highly preferred.

Listed skills

• Customer service · Preferred
• Data analysis · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Mandarin Communication
• English Communication
• Logistics Management
• E-commerce Logistics
• Customer Service
• Problem Solving
• Data Analysis
• Excel
• Data Modeling
• Stakeholder Management
• Cross-functional Collaboration
• Time Management
• Multitasking
• Performance Reporting
• Dispute Resolution
• Ticket Handling
• Cross-Functional Collaboration
• Logistics
• Mandarin Chinese
• Communication
• Data Processing
• Continuous Improvement Process
• English Language
• Sales
• Operations
• Collaboration
• Customer Inquiries

Job areas

• Logistics
• Customer Service & Support
• Data & Analytics
• Transportation
• Sales
• Client Success Specialist
• Client Service Representative / Associate
• Inquiry Clerks
• Customer Service Representatives