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
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What We Do
Ninja Van Group is a tech-enabled logistics organisation, backed by marquee investors including GeoPost, Alibaba Group, and B Capital Group. Launched in 2014 as an e-commerce express logistics company, it reached 100% network coverage by 2018 with over 2,000 stations and hubs across Southeast Asia. Today, around two million parcels course through its network daily. A decade of operations fortified Ninja Van Group’s e-commerce express network, enabling concurrent diversification across the realms of e-commerce and express logistics. To maximise its scale in e-commerce, Ninja Van Group offers a comprehensive suite of solutions – from digital to full-funnel marketing – to help shippers sell better. As a springboard for expansion beyond e-commerce, Ninja Van Group's e-commerce express network lays the groundwork for venturing into other express verticals, including business-to-business inventory restocking and cold chain.
