Shipper Success Management (Chinese Speaker)

Ninja Xpress (Jakarta, Jakarta, Indonesia)

DKI Jakarta, Indonesia

Ninja Xpress is a leading last-mile delivery service company in Indonesia. Since 2015, Ninja Xpress has been delivering success for local SMEs by organising various programs that are ready to support the quick and strategic development of SMEs. Ninja Xpress provides flexible service options and an easy-to-use system that enables real-time package tracking. These options are supported by professional and dedicated customer service. As a form of Ninja Xpress’s commitment to care for our loyal SMEs, we also have various Ninja Rewards programs such as Point Rewards, Creative Hub, Prima Benefit, Aksilerasi, and Capital Loans, to help our local SMEs with their businesses.

About this position

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. We are looking for a Shipper Success Management (Chinese Speaker) to support shippers in using our platforms and to manage shipper issues effectively.

Responsibilities

• Provide support to shipper in usage of Ninja Van Platforms and analyze shipper business across marketplace
• Level one support for shipper on any issue related to Shipping enquires and complaints on NV Shipper Platform, Operations, COD, IT and Finance
• Actively manage and resolve shipper issues by clarifying the shipper's complaint, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution
• Conduct regular discussion for shipper (frequency based on shipper tier) to discuss plan to handle projected increase in delivery volume and raise concerns (if any)

Requirements

• 1-2 experience years in Customer Service/Customer Relation Officer/Account Executive or any related field
• Proven track record in managing team of minimum 5 customer support executives, excellent verbal and written communication skills
• Ability to maintain calm under pressure, problem solver and collaborate with across functions
• Efficiency and organizational skills
• Strong administrative skills such as computer literacy in order to type up reports, results and details of customer interaction
• Professional proficiency of Chinese speaking is a must