Manager, Customer Experience Operations

Phra Khanong, Thailand /
Operations – Customer Experience /
Permanent, Full-time
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.

Ensuring that feedback for our services are heard directly, resolved immediately and disseminated to other departments for further improvements is essential in ensuring a great customer experience so as to generate more loyal customers in our conquest to grow further in Thailand.

What you will do

    • Ensuring that the team is well trained and equipped with skills to resolve day to day customer enquiries / feedback / complaints
    • Monitor all contact channels and ensure quality across all channels are of high standards
    • Ensure that the team is well staffed to ensure easy customer access and yet costs are well within control
    • Work closely with CX QA/Training team to ensure that service agents’ knowledge are continuously up to date
    • Implement new projects, both from locally and regionally to improve service agents’ standards
    • Run projects with core operations team to ensure feedback from customers/ shippers are improved
    • Lead implementation of new processes that arises from ever-changing customer needs
    • Ensure service agents are reasonably satisfied with being employees of the company

What you will need

    • At least 10 years experience in customer experience management, qa and training
    • Bachelor's degree in any field
    • Ability to understand key/basic CX metrics (CSAT/ PSAT / FRT/ Contact Ratio etc)
    • Ability to understand what customers needs
    • Good leaderships to manage and motivate a large team of staffs
    • Fluent in both Thai and English
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