Customer Experience Specialist

Cainiao Group was established in 2013, incubated in Alibaba's largest global e-commerce ecosystem, and is the global leader in the e-commerce logistics industry.

Our business covers international express delivery, global supply chain, and overseas local services. Through its disruptive solutions and products such as '10-day delivery with 5 dollars' and '5-day global delivery,' Cainiao helps small and medium-sized enterprises engage in cross-border trade. Serving more than 200 countries and regions and applying 'technological genes' to every aspect of logistics operations, it has also established the world's largest digital station network.

Job Description

• Assist customers in solving problems : Give training to customers on system operation, answer questions, help customers to complete the order and other operations, solve problems encountered by customers in the process of using logistics services, and collect customers' problems to escalate them in time.
• Proactive order tracking : Check the service operation data every day by customers, verify suspicious online logistics tracks, promptly escalate last mile delivery operation problems, and help solve them.
• Customised services for ToB customers : Proactively follow up, record, and promptly respond to issues that customers ask for help from the group, and escalate issues that cannot be responded to immediately, helping resolve them to the customer's satisfaction.
• Collect and analyse customers' help-seeking problems : Use them to improve daily operation service with internal cross-team collaboration.
• Other necessary paperwork : Based on business needs.

Job Requirements

• Fluent in Spanish, English, and Chinese can be used as a working language.
• Bachelor's degree or higher.
• Detail-oriented and patient personality.

Long-term Commitment. Relentless Execution. Strive for Excellence. Customer-oriented Innovation.

As a technology-driven logistics and supply chain company, we encourage employees to innovate and pursue excellence. By embedding an entrepreneurial culture throughout the organization, we encourage our employees to think and act with an entrepreneurial mindset and actively explore new business opportunities and solutions. Moreover, our work atmosphere is fast-paced and highly efficient, unleashing the potential of employees and driving continuous innovation and development in the company.

We advocate a customer-oriented approach, driven by providing excellent services and products. At the same time, we emphasize transparency of goals and smoothed information flow, ensuring that every employee has a clear understanding of the company's goals and strategic direction, and promoting collaboration among team members to address market changes and challenges.

We value the growth of our employees, providing them with excellent learning and growth opportunities. Through the establishment of incentive programs, we give timely recognition to stimulate enthusiasm and creativity in work.

Better delivery because of me.' Looking forward to like-minded individuals joining the Cainiao family!

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