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中文普通话物流客服主管/专员-Mandarin Speaking Logistics Service Customer Service Executive / Officer - Ref: 19155

  • Location: London - West London
  • Salary: £30k to £37k
  • Job Type: Permanent
  • Languages: Chinese Mandarin
  • Categories: Logistics/Transport


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Your New Job Title: Mandarin Speaking Logistics Service Customer Service Executive / Officer


The Skills You'll Need: English and Mandarin fluent, other European language is a bonus, customer service experience


Your New Salary: £30k to £37k

岗位薪资:£30k to £37k

Location: West London


Job status: Full-time Permanent


Start date: ASAP


Working hours: 9:00 to 6:00


Who You'll Be Working for: A Global Logistics Service Company

What You'll be Doing Each Day:

  • Deploy customer service policies and procedures for West Europe Region
  • Work together with internal teams and liaise with agents to achieve service standards
  • Prepare CS Quality standards and review them with related agents to drive service performance e.g. responsiveness of track & trace, exceptional handling
  • Work together with Operations to drive service quality e.g. transit time performance, check point mapping
  • Assist in the development and implementation of improvement plan including improvement programs to achieve customer satisfaction, quality of service and productivity
  • Coordinate with related functions to handle Complaints and Claims
  1. Support HQ CS team to handle complaints and claims.
  2. Follow-up with Agents to handle escalated complaints and resolves the problem in an efficient manner
  3. Compile management report and investigate, record and analyze complaint and claim cases on a regular basis
  4. Analyze and track the root cause of complaints and claim cases with proposed constructive solutions for continuous improvement
  • Co-ordinate and manage customer service projects and initiatives
  • Handle billing adjustment per request by Commercial Team

The Skills You'll Need to Succeed:

  • Bachelor degree or above in marketing or related disciplines
  • Relevant customer service experience in express or logistics industry
  • Previous experience in call center traces handling
  • Excellent customer service mindset and strong problem-solving skills
  • Good communication skills, ability to work with minimum guidance
  • Detail oriented and hands on approach
  • Team player, strong sense of responsibilities and able to work under pressure
  • Good computer skills including MS Office & Excel
  • Good command of spoken and written English
  • Chinese speaking is a must; knowledge of other European language namely French, German, Spanish or Italian would be a plus

We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation.

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