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

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.

Job requirements:

● 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.

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