Bilingual Client Success Specialist

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.