About the role

The Customer Experience Specialist is responsible for managing relationships with key clients, conducting regular customer follow-ups, and monitoring overall customer satisfaction. This role collects and reports customer feedback and service-related issues to internal teams and headquarters to support continuous service improvement and enhance the overall customer experience.

Key responsibilities

• Handle customer enquiries and service-related matters through phone, email, and internal systems in a professional and timely manner
• Provide accurate updates regarding orders, operational processes, and service status
• Act as the primary point of contact for complex or escalated cases, driving issue resolution and ensuring a positive customer experience
• Collaborate with internal teams to resolve service issues efficiently and effectively
• Create, monitor, and manage customer cases through internal systems to ensure timely resolution
• Maintain accurate and up-to-date records of customer interactions, case progress, and resolutions
• Track recurring service issues and escalate where necessary to support continuous improvement initiatives
• Support regular service reviews with key clients, including issue follow-up, feedback collection, and service performance discussions
• Build and maintain strong client relationships through proactive communication and customer engagement
• Work closely with operations, logistics, sales, and other internal departments to support service delivery and issue resolution

About you

• Previous experience in customer service in logistics, e-commerce or express industries
• Strong communication skills in both internal and external contexts
• Good organization skills with strong attention to detail
• Ability to manage multiple tasks and follow up proactively
• Comfortable using computer systems and Microsoft Office (Excel, Outlook, Word)
• A team player with a flexible and can-do attitude
• Right to live and work in Australia

About us

YTO Express was founded in Shanghai in 2000 and has grown into one of China's leading logistics and express delivery companies. As part of YTO Express Group, YTO Australia is expanding our international footprint by providing comprehensive logistics and courier solutions tailored for both business and individual clients across Australia.