Bilingual Client Success Specialist
On-siteVancouver, British Columbia, Canada
Job Summary
Monitor and track last-mile delivery quality metrics, including scanning rates and delivery success rates, while providing customized performance reports to clients. Efficiently respond to customer inquiries and handle service tickets to ensure timely resolution, and assist in managing exceptions and disputes. Build and maintain collaborative relationships between clients and internal teams such as operations and product. Use data analysis to identify service process issues, drive continuous improvement, and generate regular reports. Support cross-time zone communication and accommodate overtime during e-commerce logistics peak seasons. Requires strong Mandarin and English communication skills, logistics experience, and proficiency in Excel for data modeling.
Required Qualifications
- Strong Mandarin and English communication skills (both written and spoken), capable of engaging effectively with China based and overseas clients.
- Strong customer service mindset, problem-solving skills, and ability to work under pressure.
- Proficient in data processing and analysis; skilled in Excel for data modeling and reporting.
- Excellent cross-functional collaboration and time management skills, with the ability to multitask effectively.
Desired Qualifications
- Experience in logistics, particularly in e-commerce logistics, is preferred.
- Experience in stakeholder management or team collaboration is a plus.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.