Customer Service Representative/客户服务专员

1 day ago

Mississauga, Ontario, Canada Elite Alliance Services(EAS) Inc., Learning Center Full time

【岗位简介】

负责包裹及末端配送的客户服务工作。需中英文流利。主要负责客户咨询、异常处理、延误协调、配送跟踪及售后支持;并与运营、调度、司机、仓库及商家紧密沟通,确保配送体验顺畅透明。

【工作职责】

  • 通过电话、邮件及系统处理客户咨询与投诉
  • 跟进包裹配送流程:下单、分配、配送、签收及异常处理
  • 监控末端配送状态,主动跟进延误、漏派、错派等问题
  • 与调度和司机沟通,及时解决异常
  • 向商家与客户提供进度更新与解决方案
  • 汇总客户反馈与配送数据,定期向管理层汇报
  • 协助优化客服流程,提高配送透明度与客户体验
  • 支持团队培训及绩效提升

【任职要求】

  • 中英文流利,会法语者优先
  • 大专及以上学历
  • 2年以上客服/售后经验;有物流、快递、末端配送经验优先
  • 熟悉包裹配送流程及相关系统
  • 良好沟通能力、应变能力及客户服务意识
  • 能承受压力,有团队管理或培训经验者优先

Position Summary

This role focuses on customer service for parcel and last-mile delivery. Must be fluent in both English and Chinese. Responsibilities include handling inquiries, exception management, delay coordination, delivery tracking, and after-sales support. You will work closely with Operations, Dispatch, Drivers, Warehouse, and merchant clients to ensure a smooth and transparent delivery experience.

Key Responsibilities

  • Handle customer inquiries and complaints via phone, email, and support system
  • Follow the parcel delivery workflow: order intake, assignment, delivery, POD, and exception handling
  • Monitor last-mile delivery status and proactively address delays, misroutes, or missed deliveries
  • Coordinate with Dispatch and Drivers to resolve issues in a timely manner
  • Communicate with merchant clients and customers; provide updates and solutions
  • Consolidate customer feedback and delivery data; report regularly to management
  • Support process improvements to enhance service transparency and customer experience
  • Assist with team training and performance improvement

Qualifications

  • Fluent in English and Chinese; French is an asset
  • College diploma or above
  • 2+ years of customer service/after-sales experience; logistics or courier experience preferred
  • Knowledge of delivery workflow and relevant systems
  • Strong communication, problem-solving, and customer-service mindset
  • Able to work under pressure; leadership or training experience is an advantage

Job Type: Full-time

Pay: $45,000.00-$50,000.00 per year

Work Location: In person

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