Customer Logistic Service Advisor_ MA

Shanghai, Shanghai, cn3+ years

Daily operation of the digital customer care hub across voice, email, chat, self-service platform.
Ensure high quality, customer focused support with strong service performance and responsiveness.
Identify and implement process improvements to increase efficiency and enhance the customer experience.
Support the implementation of AI tools, automation workflows and digital customer service capabilities.
Perform testing and deployment of new C4C features, including embedded AI, smart recommendations, chatbot upgrades.
Provide training to internal customer service teams on AI-powered tools in C4C, such as intelligent reply suggestions, automated case logging, and knowledge base recommendations.
Drive the adoption of customer self-service channels to reduce manual workload.
Ensure compliance with internal processes, quality standards and governance requirements.

Bachelor degree or above in logistic management, 3+ years of experience in using and configuring SAP C4C or similar customer interaction platforms.
Experience in digital transformation, process optimization, or AI-supported operations is highly desirable.
Data-driven mindset with the ability to interpret operational KPIs and identify improvement opportunities.
Quality and service-oriented working style.
Excellent written and verbal communication skills in English.
Strong team player, pro-active, flexible, self-motivated, results driven, willing to take additional responsibilities, ability to influence, able to work under pressure.

Mechanical Engineering / B. Com

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