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.Head of Customer Support is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer support and the strategic development of operational requirements, process and technology.
Responsibilities:
Supervise day-to-day operations in the customer support team. Handling operations team and quality development team (QA and T&D). Improve CSAT (customer satisfaction), FRT (first response time), resolution time, contact rate Empower and engage customer support team. Work effectively with other departments to solve case related with other departments. Create a culture and processes which achieve the business goals and objectives with regards to customer support. Drive continuous improvement in the customer support team.
Requirements:
Hold Bachelor (S1) Degree. Extensive experiencing of managing customer support teams. Experience in managing big teams (( 100 persons). Minimum 5 years experience in customer service. Outstanding written and verbal communication skills. Proficiency with Excel and strong analytical. Proficiency with CRM tools (Zendesk, Salesforce). Submit a job application By applying to the job, you acknowledge that you have read, understood and agreed to our Privacy Policy Notice (the “Notice”) and consent to the collection, use and/or disclosure of your personal data by Ninja Logistics Pte Ltd (the “Company”) for the purposes set out in the Notice. In the event that your job application or personal data was received from any third party pursuant to the purposes set out in the Notice, you warrant that such third party has been duly authorised by you to disclose your personal data to us for the purposes set out in the the Notice.
