Customer Service Specialist
Taguig, Philippines
All – Customer Support /
Permanent, 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.
About the Unit:
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.
About the Job:
The Customer Service Specialist is responsible for supporting internal and external customers by providing helpful information, answering questions, and responding to queries or complaints within the given SLA.
Duties and Responsibilities:
- Handle incoming inquiries, mostly received tickets from external or internal customers by accessing tools and systems available, and if necessary, coordinating with other departments.
- Handle escalation from other CS Teams as needed.
- Provide outbound communications and back-office support as needed.
- Provide timely and accurate solutions to internal and external customers.
- Well-versed with internal systems to aid in the extensive investigation process.
- Work closely with other inter-department stakeholders to ensure timely response in helping to resolve customer issues.
- Project a professional company image through phone and email interactions.
- Champion high customer service standards in meeting and exceeding customer expectations, building overall customer satisfaction and loyalty.
- Escalate urgent/critical issues to relevant stakeholders whenever the situation goes beyond the job scope and capabilities
- Other tasks may be assigned by the Assistant Team Lead, Team Lead, Senior Team Lead, Customer Support Manager, and Head of CS.
Qualifications:
- Must have extensive skills in using ticketing systems
- Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required
- Strong phone contact handling skills and active listening
- Can generate creative solutions
- 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 and weekends
