CUSTOMER EXPERIENCE SPECIALIST

About Cainiao GroupCainiao 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 apply "technological genes" to every aspect of logistics operations. It has also established the world's largest digital station network.Job Description1- 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, collect customers' problems and escalate them in time.2- Proactive order tracking: by customers, check the service operation data every day, verify suspicious online logistics tracks, promptly escalate last mile delivery operation problems and help solve them.3- Customised services for ToB customers: Proactively follow up, record and promptly respond to issues that customers ask for help from the group, and promptly escalate issues that cannot be responded to immediately, help resolve them and close them to the customer's satisfaction.4- Collect and analyse customers' help-seeking problems, and use them to improve daily operation service with internal cross-team.5- Other necessary paperwork based on business needs.Job Requirements1- Fluent in Spanish, English, and Chinese can be used as a working language.2- Bachelor's degree or higher.3- Detail oriented and patient personality.Cainiao Four GenesLong-term Commitment. Relentless Execution. Strive for Excellence. Customer-oriented Innovation.Encouraging an entrepreneurial culture and valuing employees' career growthAs 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, driving continuous innovation and development in the company.We advocate the 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 to promote collaboration among team members to address market changes and challenges.We value the growth of our employees, providing them with excellent learning and growing opportunities. As well as through the establishment of incentive programs, giving the timely recognition to stimulate enthusiasm and creativity in work."Better delivery because of me" Looking forward to like-minded you to join the Cainiao family!