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Shipper Success Management

Jakarta, Indonesia (Hybrid)

Shipper Success Management

2 Months ago • 1-2 Years • Customer Service

About the job

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Job Description

Ninja Xpress seeks a Shipper Success Manager to provide support and manage relationships with shippers, ensuring their successful use of Ninja Van platforms. The ideal candidate will have 1-2 years of customer service or account management experience, strong communication skills, and a problem-solving mindset.

Must have:

Customer Service
Account Management
Communication Skills
Problem Solving

Good to have:

Data Analysis
Project Management
Stakeholder Management
Operations Management

Perks:

Hybrid Work
Career Growth

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Ninja Xpress is a leading last-mile delivery service company in Indonesia. Since 2015, Ninja Xpress has been delivering success for local SMEs by organising various programs that are ready to support the quick and strategic development of SMEs.

Ninja Xpress provides flexible service options and an easy-to-use system that enables real-time package tracking. These options are supported by professional and dedicated customer service. As a form of Ninja Xpress’s commitment to care for our loyal SMEs, we also have various Ninja Rewards programs such as Point Rewards, Creative Hub, Prima Benefit, Aksilerasi, and Capital Loans, to help our local SMEs with their businesses.

Responsibilities

Provide support to shipper in usage of Ninja Van Platforms and analyze shipper business across marketplace
Level one support for shipper on any issue related to Shipping enquires and complaints on NV Shipper Platform, Operations, COD, IT and Finance
Actively manage and resolve shipper issues by clarifying the shipper's complaint, determining the cause of the issue, selecting and explaining the best solution to solve the issue, expediting correction or adjustment, and following up to ensure resolution
Conduct regular discussion for shipper (frequency based on shipper tier) to discuss plan to handle projected increase in delivery volume and raise concerns (if any)

Requirements

1-2 experience years in Customer Service/Customer Relation Officer/Account Executive or any related field
Excellent verbal and written communication skills
Ability to maintain calm under pressure, problem solver and collaborate with across functions
Efficiency and organizational skills
Strong administrative skills such as computer literacy in order to type up reports, results and details of customer interaction

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