Bilingual Client Success Specialist (Calgary)

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 solid 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。
  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.

Qualific...