Customer Experience: Training & QA Team Leader

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 every 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.

Responsibilities

• Responsible for training new hires and up-train tenured agents as well as creating and maintaining training guidelines, modules, and programs designed for Customer Service.
• Develops, implements, and modifies training programs to ensure effectiveness and quality improvement
• Creates presentations and visual material for training
• Design, create, and implement training manuals for both new and tenured agents
• Reports individual progress and Analyze, identify and recommends applicable training for identified AOP.
• Responsible for leading a team of QA’s and Trainers
• Lead calibration sessions with Operations team to support performance feedback

Requirements

• At least 3-5 years Customer Service experience, with 1-2 year experience leader role
• Experience in handling a team of QA and Training
• Attention to details and accuracy on reports
• Strong Customer Service approach
• Excellent analytics

• Working in Phu Nhuan Office
• Negotiable salary

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.