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Shipper Support Supervisor (Yogyakarta)

Ninja Van

Ninja Van

People & HR, Customer Service, Operations
Special Region of Yogyakarta, Indonesia
Posted on Thursday, July 11, 2024

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