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

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

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