Bilingual Client Success Specialist

UniUni是尾程派送物流领域的国际领导者，每年在加拿大境内递送上千万件包裹，并正在美国市场快速扩张。公司成立于2019年，凭借技术驱动的创新模式和众包配送解决方案，为本地、国内及国际电商客户提供快捷、经济且可靠的物流服务。

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。

oMonitor 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。

oEfficiently respond to customer inquiries and handle service tickets to ensure timely resolution.

3.协助处理异常情况及纠纷。

oAssist 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。

oBuild 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。

oUse 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。

oSupport cross-time zone communication and overtime work during peak seasons of e-commerce logistics.

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。

oStrong 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。

oExperience 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。

oStrong 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。

oProficient 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。

oExcellent 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。

oExperience in stakeholder management or team collaboration is a plus.