Shipper Support Supervisor (Yogyakarta)
Yogyakarta, Indonesia
Operations – Operation Experience & Response /
Permanent, Full-time /
On-site
Requirements,
- Minimum 1 year experience in customer success . Escpecially from start up / tech company
- Proficiency in Microsoft Office, esp. Ms. EXCEL
- Proficiency in customer service or marketing software, e.g. Salesforce and Zendesk
- Focuses on identifying opportunities to improved service
- Analyze shipper needs and requirement
- Customer retention, engagement and upselling
Responsibilities,
- Coordinate Customer Service Team
- Provide Direct Customer Support
- Evaluate Team Members
- Support Process Improvement in Customer Experience
- Coordinate with all department to resolve shippers concerns
- Oversee the onboarding process for new shippers that joining our communication channel
- Develop and implement strategies to increase shipper retention by providing high-quality service
- Monitor team performance metrics, such as CES, and adoption/retention rate, and take corrective actions as needed
- Establish a trusted and active relationship and communicate clearly/effectively to shipper and help them by drive of the value of our products and services
- Building trust and engagement to shippers to ensure they are satisfied with Ninjavan's services, esp. pick up performance and delivery success performance
- Provide insight and data analysis for continues improvement
