Customer Service Specialist-EU CS Center（Europe Head Office）
Based in Netherlands
·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.
·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.
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