Manila - Senior Customer Support Manager
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.
Job Description
The Senior Customer Support Manager’s role is primarily to ensure that the department provides excellent customer service and to promote the idea throughout the organization. This role’s main goal is to ensure that the Customer Support Team is running efficiently, is consistently meeting and exceeding the customer satisfaction expectations, and loyalty and retention is promoted and applied to Ninja Van’s internal and external customers..This mostly involves implementing customer support policies and procedures for staff to adhere to and monitoring employees and their performance. The Senior Customer Support Manager oversees the customer support department’s day-to-day functions, focusing on the Consignee and Shipper Support operations, plus driving the FSR initiative across the department and the whole organization.
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.
Job Description
The Senior Customer Support Manager’s role is primarily to ensure that the department provides excellent customer service and to promote the idea throughout the organization. This role’s main goal is to ensure that the Customer Support Team is running efficiently, is consistently meeting and exceeding the customer satisfaction expectations, and loyalty and retention is promoted and applied to Ninja Van’s internal and external customers..This mostly involves implementing customer support policies and procedures for staff to adhere to and monitoring employees and their performance. The Senior Customer Support Manager oversees the customer support department’s day-to-day functions, focusing on the Consignee and Shipper Support operations, plus driving the FSR initiative across the department and the whole organization.
The Senior Customer Support Manager supervises the Customer Support Manager, the Shipper Support Manager and the Fleet Communications Manager, and reports to the Head of Experience.
Main Duties- Improve overall customer (shippers and consignees) experience by efficiently implementing processes
- Take ownership of the day to day CS Operations management
- Develop and implement service procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Oversee the CSAT, CES and FSR Initiatives
- Contribute to team effort by accomplishing related results as needed.
- Assist Business Continuous Improvement Activities
- Provide feedback and recommendation to better approach problems through refining macros, guidelines, and response content
- Flag out customer pain points and suggest possible solutions
- Assist Business Development Tasks
a.Recognize, document and alert supervisors of consumer behavior and trends during service interactions
Others- Other tasks may be assigned by the Head of Experience
- Improve overall customer (shippers and consignees) experience by efficiently implementing processes
- Take ownership of the day to day CS Operations management
- Develop and implement service procedures, policies, and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Oversee the CSAT, CES and FSR Initiatives
- Contribute to team effort by accomplishing related results as needed.
- Assist Business Continuous Improvement Activities
- Provide feedback and recommendation to better approach problems through refining macros, guidelines, and response content
- Flag out customer pain points and suggest possible solutions
- Assist Business Development Tasks
a.Recognize, document and alert supervisors of consumer behavior and trends during service interactions
Others- Other tasks may be assigned by the Head of Experience