Customer Experience Specialist (full-time)

• Answer customer calls and respond to online inquiries daily, addressing questions regarding shipment tracking and delivery, and ensuring customer satisfaction through clear and accurate communication.

• Record and update customer information in the company system to ensure effective follow-up on shipments and complaints.

• Handle delivery-related incidents such as delays or missing packages, initiate investigations, and coordinate with logistics partners to resolve issues promptly.

• Inform customers about resolutions or compensation measures for delivery issues, and ensure a satisfactory closure of each case.

• Participate in return merchandise management and ensure the return process is executed in accordance with company policy.

• Collaborate with the logistics team to optimize shipping and delivery processes, contributing suggestions for continuous improvement of the company’s logistics services.

• Develop in-depth knowledge of the company’s products, services, and internal logistics processes to provide customers with accurate and helpful information.