Key Skills

Job Description

J&T Express Benelux 客服负责人 / Customer Service Manager Location: Netherlands Coverage: Netherlands, Belgium & Luxembourg Key Responsibilities 1. Build the Benelux Customer Service Function Responsible for building the J&T Express Benelux Customer Service function from 0 to 1, including organizational structure, staffing, SOPs and service standards. Establish multi-channel customer service across phone, email, chat and web, as well as ticketing, complaint handling, escalation and closed-loop processes, ensuring consistent Customer Service standards across the Benelux region. 2. Customer Service for Chinese Cross-border E-commerce Platforms Manage relationships with Customer Service and Operations teams of major e-commerce platforms such as Temu, SHEIN, AliExpress and TikTok Shop. Handle shipment inquiries, delays, lost or damaged parcels, returns, POD (Proof of Delivery), platform complaints and large-scale incidents, while managing platform SLAs and KPIs. 3. Local B2B Customer Service Establish a Key Account Service model for major B2B customers across the Netherlands, Belgium and Luxembourg. Responsible for daily communication, service reports, KPI reviews, customer complaints and major incidents, while driving customer feedback and service improvements. 4. Build Consumer Customer Service Operations Build the end-consumer Customer Service function covering shipment inquiries, delivery issues, address changes, non-receipt, lost or damaged parcels, returns and complaints. Gradually establish a multi-level service model based on business needs: Self-service → Chatbot → Agent → Escalation. 5. Complaint & Incident Management Establish a standardized Complaint & Escalation mechanism and drive issue resolution across Customer Service, Operations, Depots/Drivers and Management. Focus on Lost Parcel, Damaged Parcel, Delayed Parcel, Failed Delivery and Wrong Delivery cases, and use Customer Service data to identify and address operational root causes. 6. SLA & Customer Service KPI Management Establish and continuously optimize key Customer Service KPIs, including First Response Time, Resolution Time, CSAT, Complaint Rate, Contact Rate, FCR, Escalation Rate, Backlog, Chat/Email Response Time and Call Abandonment Rate. Provide regular Customer Service Performance Reports to management. 7. Data Analysis & Service Improvement Use Customer Service data to identify operational issues across depots, routes, delivery processes and e-commerce platforms. Analyze complaint and incident trends and work with relevant departments to improve service quality and operational processes. 8. Team Building & Management Responsible for recruitment, training, workforce scheduling, performance management, service quality management and talent development within the Customer Service team. Gradually build a multilingual Customer Service team across the Benelux region in line with business growth. Key Objectives Build a stable and efficient Benelux Customer Service function from 0 to 1; Ensure SLA and service requirements of key e-commerce platforms are met; Reduce customer complaints and improve incident resolution efficiency; Improve customer satisfaction and the service experience of key accounts; Use Customer Service data to drive continuous operational improvement. Requirements 2+ years of experience in Customer Service, Customer Experience, Logistics Customer Service or E-commerce Customer Service; 2+ years of team management experience; experience building a Customer Service team/function from 0 to 1 is preferred; Experience in express delivery, logistics, e-commerce or platform-based businesses is preferred; Familiarity with CRM, Ticketing Systems and Customer Service operations; Familiarity with key Customer Service metrics such as SLA, CSAT, NPS and FCR; Strong analytical, problem-solving and cross-functional collaboration skills; Ability to work effectively with Operations, Sales, IT, Finance and other relevant functions. Language Requirements English: Fluent and suitable for daily business communication; Dutch / French / Chinese: Proficiency in one or more is preferred. Preferred Background Experience with logistics companies such as DHL, DPD, PostNL, GLS, UPS or FedEx, or e-commerce platforms such as Amazon, Temu, SHEIN or AliExpress is preferred. Candidates with experience in large-scale cross-border e-commerce logistics Customer Service, multi-country European Customer Service management, or building a Benelux Customer Service function from 0 to 1 will be highly valued. 岗位职责 1. 搭建荷比卢客服体系 负责从0到1建立J&T Express Benelux Customer Service体系，包括组织架构、人员配置、SOP及服务标准，搭建电话、Email、Chat、Web等多渠道客服体系，以及工单、客诉、升级和闭环机制，建立统一的Benelux客服管理标准。 2. 中国跨境电商平台客户服务 负责对接Temu、SHEIN、AliExpress、TikTok Shop等大型电商平台的客服及运营团队，处理包裹查询、延误、丢件、破损、退件、POD、平台投诉及大规模异常事件，并负责SLA及平台KPI管理。 3. 本地B2B客户服务 面向荷兰、比利时、卢森堡本地重点客户建立Key Account Service机制，负责日常沟通、服务报告、KPI Review、客诉及重大异常处理，并推动客户需求反馈及服务改善。 4. 消费者客服体系建设 建立末端消费者客服体系，覆盖包裹查询、派送问题、地址修改、未收件、丢失/破损、退货及投诉等场景，并根据业务规模逐步搭建 Self-service → Chatbot → Agent → Escalation 多层级服务体系。 5. 客诉及异常管理 建立统一的Complaint & Escalation机制，推动Customer Service、Operations、Depot/Driver及Management之间的问题闭环。重点管理Lost Parcel、Damaged Parcel、Delayed Parcel、Failed Delivery、Wrong Delivery等问题，并通过客服数据推动运营根因改善。 6. SLA及客服KPI管理 建立并持续优化First Response Time、Resolution Time、CSAT、Complaint Rate、Contact Rate、FCR、Escalation Rate、Backlog、Chat/Email Response Time、Call Abandonment Rate等核心指标，定期输出Customer Service Performance Report。 7. 数据分析及服务改善 通过客服数据识别Depot、线路、配送及平台端的运营问题，分析投诉及异常趋势，推动相关部门改善服务质量和运营流程。 8. 团队建设与管理 负责客服团队的招聘、培训、排班、绩效、质量管理及人才梯队建设，并根据业务发展逐步建立荷比卢多语言客服团队。 岗位核心目标 从0到1建立稳定、高效的Benelux客服体系； 确保重点电商平台SLA及服务要求达成； 降低客户投诉及异常处理时效； 提升客户满意度及重点客户服务体验； 通过客服数据推动运营持续改善。 任职要求 2年以上Customer Service、Customer Experience、物流客服或电商客服相关经验； 2年以上团队管理经验，有从0到1搭建客服团队/体系经验优先； 有快递、物流、电商或平台型企业经验优先； 熟悉CRM、Ticketing System及客服运营流程； 熟悉SLA、CSAT、NPS、FCR等客服核心指标； 具备较强的数据分析、问题解决及跨部门协作能力； 能够与Operations、Sales、IT、Finance等团队有效协同。 语言要求 英语： 流利，工作语言； 荷兰语 / 法语 / 中文： 掌握其中一种或多种者优先。 优先背景 具有DHL、DPD、PostNL、GLS、UPS、FedEx等物流企业，或Amazon、Temu、SHEIN、AliExpress等电商平台相关经验；具有大型跨境电商物流客服经验、欧洲多国客服中心管理经验或Benelux客服体系搭建经验者优先。

Core Responsibilities

The Customer Service Manager will build the Benelux customer service function from the ground up, including organizational structure, SOPs, and multi-channel support. They will also manage relationships with major e-commerce platforms and B2B clients while driving operational improvements through data analysis and team leadership.

Requirements

Candidates must have at least 2 years of experience in customer service and team management, preferably within the logistics or e-commerce sectors. Proficiency in English is required, with additional skills in Dutch, French, or Chinese considered a strong advantage.