Executive - Client Success Management Support (East

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.**JOB RESPONSIBILITIES**:- **Relationship Building**:- Assist shipper inquiries and complaints on NV Shipper Platform, Operations, COD, IT and Finance- Resolves service problems by clarifying the shipper complaint; determining the cause of the problem ; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.- Pro-actively propose changes or new solutions to streamline existing processes to increase operation efficiency & shipper retention- Build strong, long-lasting trusted advisor relationship with shipper- Subject matter expert in Ninja Van's Shipper Program such as Reward, Referral and ad hoc sales promotions- **Monitoring**:- Monitor inbound, RTS, Loss and Damage parcel.- Ensure the timely and successful delivery of our solutions according to our SLA- To solve and redirect problematic parcels within a given time period.- **Coordination**:- Coordinate with internal stakeholders to recognize and resolve daily operational issues.- Provide routing information and issue shipping instructions to ensure deliveries arrive on time and to their correct location.- **Reporting**:- Prepare relevant/necessary reports for shipper and internal management review- Conduct monthly meeting with shipper to discuss plan to handle projected increase in delivery volume and raise concerns (if any)- Identify major trends or issues and assume responsibility for resolution or escalation with existing accounts from last meeting for discussion**JOB REQUIREMENTS**:- Fresh graduates are welcome- Required language(s): Bahasa Malaysia, English- Applicants must be willing to work on Shift Rotation Basis- Good data processing skills- Flexibility in terms of work timing- Good communication skills- Problem-Solving and analytical skills