Bilingual Client Success Specialist - rimouski

Responsibilities

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。
   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。
   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。
   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。
   Build and maintain strong cooperative 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。
   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。
   Support cross-time zone communication and overtime work during peak seasons of e-commerce logistics.

Qualifications

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