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.

Our Regional Customer Service Training & Quality Manager manages the Customer Service department's regional learning products and operational processes. The incumbent sets the overall regional learning calendar, manages resources and oversees its overall administration and execution, as well as conducts ongoing assessments of products and services, considering take-up rates, learning delivery and participant feedback. The incumbent is also responsible for the regional level's management and development of the personnel involved in learning delivery, including vendors.

Responsibilities

Implement strategies to drive quality in the department
Optimize processes for improved customer experience
Review and establish COPC quality standards and agent scorecards
Oversee contact centre quality assurance programs
Establish standards governing customer interactions and implement monitoring programs.
Keeping up to date with all the latest information on CS best practices with regard to quality improvement
Evaluate, review and improve existing operational processes, system and policies
Oversee execution of the department's learning administration processes
Manage logistics and resource arrangements related to learning and training
Develop the department's learning calendar in line with business objectives and resource and demand analyses
Establish record and database management processes across the organisation
Manage department's enterprise risk management and mitigation plans
Oversee implementation of corporate governance regulations across the organisation
Oversee the implementation of business continuity strategies, policies and guidelines across the organisation
Establish processes to gather information on effectiveness of the organisation's products and services portfolio and address client feedback
Monitor performance of the organisation's products and services portfolio based on business objectives and performance standards
Drive cross-functional collaboration to facilitate development and implementation of products and services portfolio
Recommend enhancement opportunities across the organisation's products and services portfolio based on business objectives
Review department's research and innovations to assess potential for integration into the department's products and services portfolio

Requirements

Bachelor's degree in any field and COPC certified
Minimum 4-5 years of relevant Customer Service experience, with at least 3 years holding a leadership position
Exhibits knowledge in CRM systems (e.g. Salesforce, Zendesk)
Prior knowledge in ISO and training decks portfolio
Stakeholder management and excellent communication skills - able to act as a subject matter expert to all levels of stakeholders
Demonstrate fluency in English and local language, both written and spoken
Willingness to travel 20 – 30% of the time across South East Asia

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