Customer Service Team Leader

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.
Perform Customer Service Tasks:
Resolve customer relationship management conflicts Analyze customer information and needs to improve customer relationships to maintain morale and motivation of his own teamMonitor SLA compliance performance and mitigate breaches Conduct team huddles to gather feedback and provide coaching Maintain close relationship with all interdepartmental stakeholders to ensure timely response in helping to solve customer issues
Perform Hiring Tasks:
Recruitment and selection of new staff as the preliminary interviewer
Perform Business Continuous Improvement Activities:
Analyze business processes improvement solutions to determine the effectiveness Analyze better ways to approach problems through synthesizing and reorganizing the problem informationAnalyze risks associated with different approachesFacilitate adherence to customer service standards
Perform Business Development Tasks:
Analyze market needs and opportunities in key accounts within assigned verticalsAnalyze the prevalent trends, dynamics, and market movements to grow businesses Analyze customer logistics service needs by building communicative and open relationships Collaborate with stakeholders to grow relationships that assist in revenue generation within assigned verticals

REQUIREMENTS

• Work Experience: Minimum 2-5 years of CS experience
• Preferably candidates with experience in Customer Service

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Customer Management
• Strategic Service Excellent
• Strategic Implementation
• Public Relation Management
• Communication Skills (Written & Verbal)
• Teamwork Skills
• Interpersonal Skills
• Leadership Skills
• Problem Solving Skills
• Skills To Develop People

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