Client Success Management (Mandarin Speaker)

Responsibilities 

• Point of escalation to Shipper on any shipper related support issues via whats-app, email and calls.
• Assist shipper inquires 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
• 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 given time period.
• 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.
• 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

Requirements 

• Bachelor’s Degree
• Data Analytics competencies
• Proficient in Excel
• Minimum 3 years Client success experience
• Preferred someone from ecommerce background or logistics background.
• Excellent communication skills, spoken and written
• Fluent in Mandarin, Bahasa Malaysia and English
• Customer Orientation
• Planning and Organising 
• Decision Making
• Influencing in Business
• Dependability
• Adaptability
• Commitment to quality
• Team work