KEY ACCOUNT DEDICATED CUSTOMER SERVICE REPRESENTATIVE (Chinese)

Job Purpose / 岗位目的 Ensure high- quality, dedicated customer service support for assigned key accounts, particularly in large projects, e- commerce, and warehousing sectors. Act as a key communication bridge between clients and internal departments to solve issues and optimize service performance.
为指定的大客户，特别是大型项目、电商及仓储行业，提供高质量的专属客户服务支持。作为客户与公司 内部各部门之间的桥梁，及时解决问题并优化服务表现。
Account Management / 客户管理
- Serve as the main point of contact for assigned key accounts.
作为指定大客户的主要联系人；作为指定大客户的主要联系人；
- Understand clients’ specific service processes and requirements.
熟悉客户的服务流程及个性化需求；
- Handle inquiries, complaints, and requests in a timely and professional manner.
及时、专业地处理客户的咨询、投诉与服务请求。
Operation Follow- up / 运营跟进
- Monitor delivery status, order processing, stock levels, etc.
跟踪配送状态、订单处理、库存水平等运营数据；
- Coordinate with internal teams such as warehouse, operations, IT, and finance.
与仓库、运营、IT、财务等内部团队协调合作；
- Detect and prevent operational risks in advance.
预判并防范潜在的运营风险。
Reporting & Analysis / 报表与分析
- Prepare regular performance reports (e.g., SLA, delivery success rate, complaints).
定期汇总服务表现报告（如 SLA 达成率、妥投率、投诉率）；
- Analyze root causes of issues and recommend solutions.
分析问题根源，提出优化建议。
SLA Compliance / 服务水平管理
- Ensure all services meet contractual SLA commitments.
确保所有服务符合合同约定的 SLA 标准；
- Support continuous improvement of service quality and processes.
支持服务质量及流程的持续改进。
Customer Engagement / 客户关系维护
- Attend regular service reviews and business meetings with clients.
参加定期客户会议与服务评估；
- Support project launches and new service rollouts.
协助项目上线及新服务的推行

- College degree or above in Logistics, Supply Chain, Business, or related fields.
物流、供应链、工商管理或相关专业，大专及以上学历。
- At least 1–2 years in customer service or logistics field.
至少 1–2 年客服或物流行业经验；
- Experience with key accounts, e- commerce, or warehousing is preferred.
有大客户、电商、仓储服务经验者优先。
- Strong communication and problem- solving skills.
沟通与问题解决能力强；
- Good teamwork and time management ability.
具备良好的团队协作和时间管理能力；
- Proficient in MS Office (Excel, Word, PP, Outlook, etc.).
熟练使用办公软件（Excel、Outlook 等）；
- Fluent in Chinese language (HSK5 above) and English is an advantage.
会中文和英语优先。

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Cập nhật gần nhất lúc: 2025-09-19 10:00:03