Logistics Customer Service Representative (Mandarin/Cantonese markets)

Summary:
The Logistics Service Representative will support end-to-end logistics and customer experience. Individual will also support the company’s processes through professional communications, both to and from customers, on behalf of OnProcess Technology’s clients. As a result of customer contact, the Logistics Service Representative II updates the Company database with all appropriate information. The Logistics Service Representative II supports all quality assurance efforts and Program criteria via phone and e-mail as well as wide usage of high-level logistics tools and systems.

Responsibilities:

• Perform and handle outbound or inbound customer and/or client communications

• Advise customers on behalf of OnProcess Technology’s clients.

• Interact with customers via various methods of communication.

• Utilize client’s third parties to provide the entitled service.

• Follow detailed instructions as outlined in company documents.

• For service level agreement in jeopardy, follow established escalation rules.

• Resolve customer complaints and escalations.

• Update applicable program database(s) accurately.

• Appropriately handle challenging and unique customer situations in accordance with OnProcess Technology policies.

• Identify and escalate data or program specific issues to appropriate level of management.

• May be responsible for multiple programs and working cross-functionally through programs.

Qualifications:

• 1-2 years experience in logistics customer service, order management, or supply chain operations in a shared services or BPO environment

• Experience handling customer enquiries related to shipment, delivery, order status, returns, or logistics exceptions

• Strong language proficiency in both Mandarin/Cantonese and English.

• High attention to detail and ability to follow SLA and escalation processes

• Strong communication and interpersonal skills. 

• Results-driver with action orientation.

Education/Certification requirement:

• High School Diploma or equivalent.

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