Job Description

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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