Customer Service Representative (Project-Based)

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. In January 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.

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.

About the Unit: Customer Service Unit assists both internal and external customers and ensures timely and quality resolution is provided to all concerns received about the Company's products and services. The Unit ensures meeting and exceeding the customer satisfaction expectations, and loyalty and retention is promoted and applied to Ninja Van’s customers.

About the Job: The Customer Service Representative assists with administrative duties which includes data management, document validation,  escalation review and other duties identified by the unit head.

Employment Type: Project Based (1 month)

Duties and Responsibilities:

• Performing POD validation and related tasks
• Assist in maintaining trackers
• Processing order validation requests from customer support team or other departments and other related tasks
• Assist in gathering data for escalation review
• Conduct basic investigation through internal systems to assist in resolving customer issues
• Escalate complex, urgent, critical issues that require other department's help to relevant teams
• Reach out to customers to provide updates regarding complaints follow - ups, and or validation, or gather additional information as needed
• Follow communication procedures, guidelines and policies
• Provide accurate, valid and complete information by using the right methods/tools
• Other tasks may be assigned by the Assistant Team Lead, Team Lead, Customer Support Manager and Head of Customer Service.

Qualifications:

• Skills in using ticketing systems is a plus
• Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required
• Strong phone contact handling skills and active listening
• Can generate creative solutions
• Can work well under pressure
• Must be a team-player
• Must be adaptable to change according to business needs
• Willing to work on shifting schedules