Description
The Service Recovery Operations Assistant is responsible for resolving and rectifying issues with parcels that fall under the Service Recovery department at Ninja Van, a leading tech-enabled logistics company in Southeast Asia.
Responsibilities:
- Report to clients about issues with parcels, such as missing, damaged, or inaccurate information
- Investigate issues and liaise with other departments to assess and resolve them, which may involve handling parcels
- Identify service lapses and proactively engage clients to rectify the issues
- Collaborate with internal stakeholders to recognize and resolve daily operational issues
- Handle complaints, provide suitable solutions and alternatives within the appropriate timeframe while maintaining excellent service level standards
- Repack and repackage damaged parcels when required
- Ensure work processes and KPIs are followed and met
- Perform any other ad-hoc duties as assigned
Requirements:
- Proficiency in MS-Office and Zendesk is an advantage
- Ability to work in a fast-paced environment and manage enquiries and feedback with tact and professionalism
- Resourcefulness in resolving challenges arising from daily operations
- Experience in a customer service or logistics frontline role is preferred
- Comfortability working in a warehouse environment