Customer Service Staff (HANOI)

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.

Main Responsibilities

• Complaint Handling (80%)
• Meet and communicate closely with customers to identify emerging issues or resolve customer inquiries, such as receiving goods, delivery, or service complaints.
• Ensure professional handling of customer issues and leverage soft skills to prevent escalation.
• Operations Support (5%)
• Leverage customer relationships to work with them on operational issues, to support the Operations department in achieving KPIs such as on-time pickup/delivery.
• Information Survey (5%)
• Proactively collect and analyze information from Sellers to understand the needs, expectations, and business specifics of each customer. From there, accurately identify emerging issues and coordinate with relevant departments to provide appropriate support solutions, improving service quality and customer experience.
• Customer Visits (5%)
• Build and maintain relationships; collect actual feedback from Sellers to improve service quality and increase seller retention. Support Sellers in complying with standard procedures (e.g., packaging, order creation, on-time handover) to improve internal metrics such as on-time pickup/delivery.
• Other tasks (5%)
• Resolve other issues arising during work as assigned by direct manager.

Requirements

• Preferably 1 year of experience in e-commerce or logistics industry
• College degree or higher
• Clear mindset and career path for Account Management
• Good to have experience with Salesforce system
• Professional attitude and excellent communication skills
• Dexterous and good at communication to motivate internal teams and external accounts
• Emotional mastery is a mandatory requirement
• Scientific and detailed workload management
• Basic English

Benefits

• Benefits:
• Salary + monthly incentives
• Sign labor contract after probation
• Provided with a laptop for work
• Tet bonus
• Annual salary review
• Year-end parties, Town Hall parties, Company Trip, Team Building activities
• Full salary social insurance contribution
• Other allowances: 12 annual leave days, 5 full-paid sick leave days
• Training opportunities:
• Participate in internal training courses: Online/Offline to enhance capabilities
• Opportunity to be promoted to management positions
• Colleagues:
• Open, respectful, listening, and development-enabling senior leadership
• Young and dynamic working environment

Location - Working Hours

• Location: 21T1 Hapulico, No. 83 Vu Trong Phung Street, Thanh Xuan Trung Ward, Thanh Xuan District, Hanoi
• Time: 6 days/week (1 day off any day). 1 rotating 8-hour shift starting from 8 AM, ending at 8 PM

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