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Customer Service Team Leader

NinjaVan

Customer Service

Subang Jaya, Selangor, Malaysia

Posted on Friday, June 24, 2022

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Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

Perform Customer Service Tasks:

Resolve customer relationship management conflicts

Analyze customer information and needs to improve customer relationships to maintain morale and motivation of his own team

Monitor SLA compliance performance and mitigate breaches

Conduct team huddles to gather feedback and provide coaching

Maintain close relationship with all interdepartmental stakeholders to ensure timely response in helping to solve customer issues

Perform Hiring Tasks:

Recruitment and selection of new staff as the preliminary interviewer

Perform Business Continuous Improvement Activities:

Analyze business processes improvement solutions to determine the effectiveness

Analyze better ways to approach problems through synthesizing and reorganizing the problem information

Analyze risks associated with different approaches

Facilitate adherence to customer service standards

Perform Business Development Tasks:

Analyze market needs and opportunities in key accounts within assigned verticals

Analyze the prevalent trends, dynamics, and market movements to grow businesses

Analyze customer logistics service needs by building communicative and open relationships

Collaborate with stakeholders to grow relationships that assist in revenue generation within assigned verticals

REQUIREMENTS

Work Experience: Minimum 2-5 years of CS experience
Preferably candidates with experience in Customer Service

PERSONAL CHARACTERISTICS & BEHAVIOURS

Customer Management
Strategic Service Excellent
Strategic Implementation
Public Relation Management
Communication Skills (Written & Verbal)
Teamwork Skills
Interpersonal Skills
Leadership Skills
Problem Solving Skills
Skills To Develop People

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