Customer Experience Specialist
Ninja Van
Greater Manila Area, Philippines
6d ago

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.

In January 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 optimisation, 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.As a Specialist, you will be responsible for implementing projects to achieve service recovery and, more generally, customer experience goals.

Using available data sources, you will provide reporting and generate insights to design initiatives for improving retention of customers.

This includes identifying the gaps between customer expectation and experience leading to high customer effort, understanding the root causes and failure points in the service, and finding creative ways to transform the business and bridge those gaps.

You will also be expected to execute the projects according to the scope, schedule, cost, and quality requirements. To facilitate smoother execution, you will also need to communicate the objectives and coordinate with other departments in the planning and execution.

Finally, you will also be expected to provide timely and regular updates to your team and management on the progress and impact of the projects.

Main Duties

  • Understanding the end-to-end operations and business processes in Ninja Van
  • Establish reporting of customer experience metrics to relevant stakeholders
  • Monitor and analyze trends in customer complaints. customer effort, and other metrics
  • Understand root causes of high customer effort in service interactions and defection and align understanding and solutions with relevant stakeholders
  • Investigate on cases and follow through with actions steps in line with fantastic service recovery
  • Initiate, plan, and execute projects to achieve customer experience and fantastic service recovery goals
  • Regular update of project progress
  • Qualifications

  • Strong relevant experience in operations, business, and quantitatives
  • Proven project management experience
  • High analytical ability - critical and logical thinking and optimization
  • High proficiency with Spreadsheets (Excel / Google Sheets)
  • Proficiency (or ability to learn) SQL an advantage
  • Design thinking an advantage
  • Can collaborate and communicate effectively with various profiles from different stakeholder groups
  • Can put oneself in others’ shoes to see the problem from their point of view ( empathy )
  • Creative problem solver - ability to create value in an unstructured environment
  • Graduate of business management, social sciences, economics, statistics, or other high quantitative / analytic courses
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