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

Client Success Management (Mandarin Speaker)