Back Office Support Representative
Makati, Philippines
All – Customer Support /
Contract, Full-time /
Hybrid
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. In January 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.
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.
Customer Service Unit assists both internal and external customers and ensures timely and quality resolution is provided to all concerns received about the Company's products and services. The Unit ensures meeting and exceeding the customer satisfaction expectations, and loyalty and retention is promoted and applied to Ninja Van’s customers.
The Back Office Support Representative assists with administrative duties which includes data management, document validation, escalation review and other duties identified by the unit head.
Main Duties:
- 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
Qualifications:
- At least SHSFamiliar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required
- Strong phone contact handling skills and active listening
- 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
- Persons With Disabilities (PWDs) may be considered
- Preferably can speak Bisaya
WHY SHOULD YOU JOIN NINJA VAN?
- We have a hybrid work setup and flexible work arrangements to support work/life balance.
- We recognize and reward your valuable contribution through a competitive compensation and a series of recognition programs.
- We empower you to learn and grow with us through our curated learning and development programs.
- We encourage you to join our in house social clubs so you can meet other people with the same interests.
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