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Customer Service Planning Executive

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.

**Job Descriptions**:

- **
Drive Customer Service Operations**:

- Conduct Erlang C forecasting to optimize manpower resource allocation
- Plan and schedule all training, monthly team meeting and contact centre activities
- Maintain attendance/absenteeism reports
- To prepare schedule for all front end and back end Contact Centre staff
- Responsible for ensuring the schedule is out on a timely manner and to cover all areas of spike due to sales promotions before publishing the schedule.
- Duties include maintaining and relaying critical communications (especially unplanned spikes) between management and sales/marketing
- To interpret and evaluating tactical situations and executing relevant action plans
- Administer the process of shift swaps, shift changes and over-time
- Coordinate the process of maintaining accurate headcount numbers by scheduling groups
- Run and analyse reports to adjust staffing levels to meet SLAs & productivity levels
- Communicate, update & broadcast service outages (planned/unplanned) and service impact issues accurately to all relevant stakeholders on a timely basis
- **
Drive Business Continuous Improvement Activities**:

- Follow situational factors that promote and inhibit changes to staffing and scheduling
- Understand risks associated with different approaches of process changes
- Analyse historical trends and actual results to ensure greater accuracy in future forecast planning
- **
Drive Business Development Operations**:

- Work closely with Business Intelligence (BI) to identify churn probability patterns, and drive customer attraction as well as retention strategies to improve on customer loyalty
- Influence stakeholders to grow relationships that assist in revenue generation in multiple verticals

**Requirements**:

- Diploma in Related Field. Fresh Graduates welcome to apply
- Work Experience: Minimum 2-5 years of CS experience
- Good to have: CRM reporting system knowledge (i.e. Zendesk Explore), Forecasting Tool Knowledge (i.e. Erlang C Calculator)
- Excellent written and verbal communication skills.
- Able to handle ambiguity and adapt to rapidly changing circumstances in a fast paced environment.
- Excellent written and verbal communication skills.
- Strong proficiency with Microsoft Excel & Powerpoint