Customer Service Specialist-EU CS Center（Europe Head Office）

Based in Netherlands

Responsibilities: 

·Consistently deliver Yun Express customer service by supporting our customers via email or chat, phone;

·Work in a fast-paced environment, answering inquiries, troubleshooting, and resolving concerns by investigating parcel incidents involving undelivered, returned, lost damaged shipment, etc.;

·Interact with customers while simultaneously pulling up and reviewing their information, navigating multiple systems for resolution, and creating case notes with each email/ call;

·Systematically escalating problems to the right case owners and teams when necessary;

·Frequently multi-tasks while maintaining extreme attention to detail and high-quality control;

·Engage and collaborate with internal cross-functional teams to address issues on service recovery;

·Handle cases in accordance with service standards and processes;

·Handle any overflow of calls from the Hotline where necessary;

·Consistently composing a grammatically correct, concise, and accurate written response;

·Achieve and maintain performance measures with an emphasis on quality, reliability, and attention to detail.

Job requirements:

·Bachelor’s Degree with 0-1year work in logistics/transportation industry (Preferable);

·Good problem solving and analytical thinking;

·Good command in written and spoken English and Mandarin;

·English typing skills at least 30 wpm (words per minute) preferable;

·Good conflict resolution skills;

·Good negotiation and interpersonal skills;

·Good telephone skills (Preferable);

·Demonstrated ability to work as an effective team member.