Agent, Shipper Support

2 weeks ago

Subang Jaya, Malaysia 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.

**Responsibilities**:

- Responsible for shipper inquiries over multiple platforms (Salesforce, WhatsApp, Dingtalk, XSpace, Shopee CS)
- Expected to handle multiple complex issues
- The agent is expected to resolve the various issues using tact and courtesy, providing a speedy resolution to the shipper or stakeholders.
- KAM agents need to respond in multiple channels and responses must be accurate and timely.
- Attend training to keep informed about product and shipper related updates.
- Agents will need to be detail oriented, accurate and timely when performing manifest reconciliation reports for high value shippers
- Agents will be managing multiple parcel ageing reports daily and weekly for shippers
- Handling the differing reports and schedules required by a multitude of shippers.
- Understanding the different services provided to each unique shipper and taking the appropriate action.

**Requirements**:

- Diploma or equivalent; additional education or training in customer service or related fields is a plus.
- Customer Service, Logistics, basic computing skills, typing
- English with secondary Malay or Mandarin is a plus
- Prior experience in a front facing role.
- Excellent verbal communication skills, with the ability to articulate information clearly and concisely.
- Strong listening skills and the ability to empathise with Key Account shippers' concerns and needs.
- Ability to multitask and prioritise tasks effectively in a fast-paced environment.
- Basic Excel skills are a plus.

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