Customer Experience Associate

Shah Alam, Selangor, Malaysia Full-time

Ninja Van is on a mission to dominate e-commerce logistics in Southeast Asia. We are one of the fastest growing start-ups in the region. Founded in mid-2014, we have already won over 10,000 merchants and deliver more than 8 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.
We are building a team of ninjas who will be the voice of the customers, to join our fast expanding and fun team in Malaysia. You need to bring not only considerable skills and experience to this role, but also a positive spirit and an open mind. We are looking for individuals who recognises the importance of lifelong learning and teamwork.
As the first interaction and main point of communication with customers, you play an important role to build and upkeep Ninja Van’s image and reputation. You are expected to provide every customer with an exception experience with the company by being empathetic, understanding their needs and problems and acting on it in an effective and efficient manner.
  • Managing incoming calls and emails from clients
  • Resolves product or service problems by clarifying the customer's 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
  • Identifying and assessing client's need to ensure service excellence
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
  • Handling day-to-day administrative task
  • Responsible for compiling and generating reports as they relate to customer service surveys.
  • Develop the strategy the team will use reach its goal
  • Create reports to update the company on the team's progress
  • Candidate must possess at least SPM/Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, any field
  • Applicants should be a MALAYSIAN CITIZEN
  • Excellent Communication Skills
  • Good command of spoken and written English. Able to speak MANDARIN will be added advantage.
  • Confident with corresponding with clients over the phone
  • Good working knowledge of Microsoft Office Applications
  • Strong thirst for knowledge, and ability to learn fast
  • Preferably candidates with experience in Customer Service
  • Applicants must be willing to work on shift rotation basis 
  • Agents who are able to speak Mandarin are preferred.
  • Applicants must be willing to work in Shah Alam.
  • Preferably Junior Executives specializing in Customer Service or equivalent.
  • 4 Full-Time and Contract position(s) available.
  • Night allowance (RM 5.00/day)
  • Language allowance (RM 500.00) - For Mandarin Speaker only
  • Customer Service Allowance (RM 150.00)
  • Medical
  • Free Parking

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