Customer Service Assistant Job at Cainiao Group, Los Angeles, CA

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  • Cainiao Group
  • Los Angeles, CA

Job Description

Job Responsibilities and Duties:

  • Execute service team SOPs and procedural requirements; respond promptly to customer inquiries via email or ticketing systems, providing professional support. Handle pickup-related issues from merchants.
  • Proactively contact merchants to follow up on uncompleted pickup tasks, such as verifying incorrect pickup addresses or unprepared orders.
  • Coordinate with the dispatch team regarding pickup progress, quality, and exceptions. Provide merchants with timely updates and solutions to ensure a smooth service experience at the delivery station.
  • Verify the validity of pickup PODs (Proof of Delivery) according to pickup requirements and standards.
  • Make preliminary judgments on losses in merchant experience or goods value caused by pickup service providers.
  • Maintain logs and compensation lists for service provider exceptions and submit compensation requests.
  • Confirm settlement data based on service provider performance and compensation records, and follow up on timely payments.
  • Prepare various service-related reports and analyses.

Job Requirements:

  • Must have legal work authorization in the U.S.
  • Bilingual in Chinese and English, fluent in both for professional use.
  • Prior experience in administrative or office support roles.
  • Bachelor’s degree or above.
  • Proficient in Excel, PowerPoint, and other office tools.
  • Excellent communication and time management skills.

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