Bilingual Client Success Specialist

UniUni • Vancouver, BC

3d

About The Position

This role is responsible for tracking and monitoring the entire process of last-mile delivery quality, including key metrics such as scanning rate, delivery success rate, and timeliness, and providing customized performance reports to clients. The specialist will efficiently respond to customer inquiries and handle service tickets to ensure timely resolution, and assist in handling exceptions and disputes. Building and maintaining strong collaborative relationships between clients and internal teams (e.g., operations, product, sales) is crucial. The role involves using data analysis to identify issues in service processes, driving continuous improvement, and generating regular reports. The specialist must support cross-time zone communication and be available for overtime work during peak seasons of e-commerce logistics.

Requirements

• Strong Mandarin and English communication skills (both written and spoken), capable of engaging effectively with China based and overseas clients.
• Strong customer service mindset, problem-solving skills, and ability to work under pressure.
• Proficient in data processing and analysis; skilled in Excel for data modeling and reporting.
• Excellent cross-functional collaboration and time management skills, with the ability to multitask effectively.

Nice To Haves

• Experience in logistics, particularly in e-commerce logistics, is preferred.
• Experience in stakeholder management or team collaboration is a plus.

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.
• Efficiently respond to customer inquiries and handle service tickets to ensure timely resolution.
• Assist in handling exceptions and disputes.
• Build and maintain strong collaborative relationships between clients and internal teams (e.g., operations, product, sales).
• Use data analysis to identify issues in service processes, drive continuous improvement, and generate regular reports.
• Support cross-time zone communication and overtime work during peak seasons of e-commerce logistics.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed