Customer Service Assistant Manager - Yogyakarta

Yogyakarta, Special Region of Yogyakarta, Indonesia Full-time

About Ninja Van
 
Ninja Van is on a mission to dominate e-commerce logistics in Southeast Asia. We are one of the fastest growing startups in the region - founded in mid-2014, we have already won over 6,000 merchants and deliver more than 2 million parcels a month across six countries. In Jan 2018, we raised one of the largest Series C rounds ever in Southeast Asia and are well-positioned for our next phase of rapid growth.
 
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.
 
We are on the lookout for world-class talent to fill our world-class engineering team. We want people who are passionate about creating software that makes a difference to the world. We like people who are brimming with ideas and who take initiative rather than wait to be told what to do. We prize team-first mentality, personal responsibility and tenacity to solve hard problems and meet deadlines. As part of a small team, you will have a very direct impact on the success of the company.
 
Job brief
 
We are looking for an experienced Customer Service Assistant Manager to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet company’s expectations.
 
Responsibilities:
  • Improving customer service experience, create engaged customers and facilitate organic growth
  • Taking ownership of customers issues and following problems through to resolution
  • Setting a clear mission and deploying strategies focused towards that mission
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities
Requirements:
  • Proven working experience as a retail manager or assistant manager
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer Service oriented

Apply for this opening at http://ninjavan.recruiterbox.com/jobs/fk0j6a5?apply=true