Back Office Support Representative (Project-Based)

2 Weeks ago • All levels

Job Summary

Job Description

Ninja Van is a tech-enabled logistics company focused on providing hassle-free delivery services across Southeast Asia. They are looking for a Back Office Support Representative for a 5-month project-based role. The primary responsibility is to assist with administrative duties including data management, document validation, and escalation review. The role involves performing POD validation, maintaining trackers, processing order validation requests, gathering data for escalations, conducting basic investigations, escalating complex issues, and reaching out to customers for updates or additional information. The successful candidate will follow communication procedures and policies, provide accurate information, and perform other assigned tasks.

Must have:

Performing POD validation
Maintaining trackers
Processing order validation requests
Gathering data for escalation review
Conducting basic investigations
Escalating complex issues
Reaching out to customers
Following communication procedures
Providing accurate information
Working under pressure
Being a team-player
Adaptability to change
Willingness to work on shifting schedules

Good to have:

Skills in using ticketing systems
Familiarity with MS Excel, PPT or equivalent Google programs

2 skills required

2 skills required for this role

Add these skills to join the top 1% applicants for this job

excel

data-analytics

Job Details

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.

About the Unit:

Customer Service Unit assists both internal and external customers and ensures timely and quality resolution is provided to all concerns received about the Company's products and services. The Unit ensures meeting and exceeding the customer satisfaction expectations, and loyalty and retention is promoted and applied to Ninja Van’s customers.

About the Job: The Back Office Support Representative assists with administrative duties which includes data management, document validation, escalation review and other duties identified by the unit head.

Employment Type: Project Based (5months)

Duties and Responsibilities:

Performing POD validation and related tasks
Assist in maintaining trackers
Processing order validation requests from customer support team or other departments and other related tasks
Assist in gathering data for escalation review
Conduct basic investigation through internal systems to assist in resolving customer issues
Escalate complex, urgent, critical issues that require other department's help to relevant teams
Reach out to customers to provide updates regarding complaints follow - ups, and or validation, or gather additional information as needed
Follow communication procedures, guidelines and policies
Provide accurate, valid and complete information by using the right methods/tools
Other tasks may be assigned by the Assistant Team Lead, Team Lead, Customer Support Manager and Head of Customer Service.

Qualifications:

Skills in using ticketing systems is a plus
Familiar with using MS Excel, PPT or equivalent Google programs (GSlides, GSheets) but not required
Strong phone contact handling skills and active listening
Can generate creative solutions
Can work well under pressure
Must be a team-player
Must be adaptable to change according to business needs
Willing to work on shifting schedules