Service Recovery Operations Assistant

Service Recovery Assistant

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 optimization, 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.

The Service Recovery Assistant is responsible to resolve and rectify issues with parcels that fall under the Service Recovery department.

Responsibilities

• Reporting to clients about issues with parcels (missing, damaged, inaccurate info, etc)
• Investigate issues and liaise closely with other departments to assess and resolve them, you may be required to handle parcels
• Identify service lapses and proactively engage clients to rectify the issues
• Work with internal stakeholders to recognize and resolve daily operational issues
• Handle complaints, provide appropriate solutions and alternatives within appropriate time frame while maintaining excellent service level standards
• Repacking and repackaging of damaged parcels when required
• Ensure work processes and KPIs are followed and met
• Any other ad-hoc duties as assigned

Requirements

• MS-Office & Zendesk (will be an advantage)
• Able to work in a fast-paced environment; manage enquiries and feedbacks with tact and professionalism
• Be resourceful and resolve challenges arising from daily operations
• Preferably with experience in a customer service or logistics frontline role
• Comfortable working in a warehouse environment