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.
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.
Job Responsibilities
Lead and manage a team of agents, providing guidance, coaching, and support to ensure high performance and motivation
Monitor team performance against KPIs and targets, taking any corrective actions as required
To develop specific KPIs to measure and monitor agents productivity and performance
Prepare and present regular reports on team performance, highlighting key metrics and areas for improvement
Conduct team huddles to gather feedback and improve productivity
Continuously review and improve support processes and procedures to enhance efficiency and effectiveness
Implement and enforce team policies, procedures, and protocols to ensure compliance and consistency
To represent the team and participate in meetings, projects, and initiatives to support organisational goals and objectives
Lead continuous improvement initiatives within the department to enhance operational efficiency and service quality
Monitor productivity and bandwidth of each team closely, ensuring it is at optimal level
Monitor peak and off-peak backlogs and ensure backlogs are kept to minimum
Cascade changes in processes and information to agents in a timely manner
Implement strategies to increase shipper retention and loyalty
Stay updated on emerging trends and technologies in customer service and incorporate them into improvement initiatives
Act as the project manager for any project/initiatives that involves a product or process change to the entire business.
Regularly communicate progress and results of continuous improvement projects to senior management
Maintain a positive and supportive work environment
Foster a culture of innovation and continuous learning
Identify key priorities and initiatives to support the team's growth and development
Collaborate with senior management to define long-term goals and objectives for the customer service department
Communicate the strategic vision and objectives to team members to ensure alignment and engagement
Provide mentorship and coaching to team members to support their career advancement and personal growth
Conduct 1 on 1 sessions with agents where necessary to ensure morale and as a check in on productivity
Conduct performance appraisal of all agents
Collaborate with other departments to address shipper issues and improve processes and procedures.
To conduct recruitment and selection of new staff as the final interviewer.
Requirements
At least 2 years of managerial or team leader position.
Prior experience in a client facing role or commercial role required
Candidates must possess at least a Bachelors Degree in any field
Intermediate excel skills required
Conflict Management
Customer Management
Strategic Service Excellent
Strategic Implementation
Public Relation Management
Excellent communication and interpersonal abilities
Flexibility to adapt to changing priorities and requirements
Analytical and problem-solving skills
Ability to multitask and prioritize in a fast-paced environment
Skills To Develop People
Data Analytics
Demonstrated ability to drive continuous improvement in customer service processes and procedures
Excellent English communication skills, Malay and Mandarin chinese will be an added advantage
Submit a job application
By applying to the job, you acknowledge that you have read, understood and agreed to our Privacy Policy Notice (the Notice) and consent to the collection, use and/or disclosure of your personal data by Ninja Logistics Pte Ltd (the Company) for the purposes set out in the Notice. In the event that your job application or personal data was received from any third party pursuant to the purposes set out in the Notice, you warrant that such third party has been duly authorised by you to disclose your personal data to us for the purposes set out in the the Notice.
