Bilingual Client Success Specialist

Responsibilities

• 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 based on delivery data.
• Efficiently respond to customer inquiries and handle service tickets to ensure timely resolution.
• Assist in handling service exceptions and disputes.
• Build and maintain strong collaborative relationships between clients and internal teams, including operations, product, and sales.
• Use data analysis to identify service process issues, drive continuous improvement, and generate regular reports.
• Support cross-time zone communication and manage increased workloads during peak e-commerce seasons.

Requirements

• Strong Mandarin and English communication skills (both written and spoken) to engage with domestic and overseas clients.
• Proven experience in the logistics industry, particularly within e-commerce logistics.
• Proficiency in data processing and analysis, with advanced skills in Excel for data modeling and reporting.
• Strong customer service mindset with excellent problem-solving abilities and the ability to work under pressure.
• Excellent cross-functional collaboration and time management skills.

Preferred Qualifications

• Experience in stakeholder management or professional team collaboration.

About the Company

UniUni is an international leader in last-mile delivery logistics, delivering tens of millions of parcels annually in Canada and rapidly expanding into the US market. Founded in 2019, the company leverages a technology-driven model and crowdsourced delivery solutions to provide fast, economical, and reliable logistics services for local, domestic, and international e-commerce clients.