Customer Success Executive

6 days ago

Singapore Ninja Van Full time

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.

The Customer Success Executive is responsible for handling and resolving issues from shippers closed by the Sales team to ensure overall optimal client satisfaction.

**Responsibilties**:

- ** Client Servicing**:

- Provide support to closed accounts for onboarding and training of internal platforms and tools
- Respond to the enquiries and escalations raised by the shippers closed by the sales team in a timely manner
- Provide viable solutions and alternatives to ensure an optimal shipping experience and maintain excellent service standards
- Assist in resolving billing related issues and discrepancies
- Monitor the daily pickup times for shippers to ensure operational SLAs are met
- **
General Administration**:

- Assist in the maintenance of a clean database of leads in Salesforce CRM platform
- Assist in contract preparation and maintain proper records and documentation of all sales documents
- Track and ensure timely payments from shippers

**Requirements**:

- 1 - 2 years experience in a customer service oriented role
- Diploma in any field
- Excellent spoken and written communication and interpersonal skills
- Manage enquiries and complaints with tact and professionalism
- Resourceful critical thinker to resolve challenges from daily operations
- Proficiency in Microsoft Office suite
- Proficiency in English (Reading, Writing & Speaking)

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