Customer Service and Support Analyst II (China)
Shanghai, China


Job Purpose

This position is to handle daily operation to meet customers’ needs, provide quality services and make sure no service failures occur.


Roles & Responsibility

  • Meet customer’s needs – measured through KPIs, by customer’s feedback, and improvement opportunities (cio) identified

  • Minimize service failure – measured through KPI performance

  • Handle daily operations activities for customers

  • Achieve a high customer satisfaction rating

  • Provide suggestion for problem solving to meet customers satisfaction

  • Implement new customers’ requirements

  • Co-operate with service providers to solve local customs/trucking problems

  • Seek support from supervisor for final decision and approval

  • Daily support of supervisor for group operations including helping to cover supervisor when he/she is not available.

  • Manage KEY/VIP accounts



    • Holder of University Degree, major in shipping profession is plus


    • Solid knowledge of shipping basis, transportation basis, and customs regulations

    • Good command of both spoken & written English and Chinese

    • Knowledge of logistics industry in China preferred.

    • Attention to detail, customer focus excellent in influencing and facilitation

    • Have good skill on PC, typing

    • Strong communication skills (oral, written and listening)

    • Knowledgeable in team development and management methods

    • Upholds professional values, ethics and integrity at all time

    Key Result Areas (means the goal/achievement of this position. below is Finance position only for your reference)

    • Achieve working targets
    • Proper compliance with internal/external customers’ requirement
    • Adequate support provided to team