Yun Express Europe CS department is hiring a talent to support EU CS team as a control tower of Customer Service in the Europe Head office, reporting directly to the EU CS Manager. As a Customer Service Associate, you will be an Ambassador for Yun Express Europe, handling real-time e-mails, and phone calls from customers. A successful candidate is compassionate, empathetic, enthusiastic, solutions-oriented, and committed to boosting Yun Express Customer Service.
● 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 0-1 year 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.
Yun Express provides 50+ logistics services for cross-border e-Commerce users
One contact for European delivery solutions
Large network with over 100 carriers
Optimization of your delivery performance