Requirements,
Minimum 1 year experience in customer success . Escpecially from start up / tech companyProficiency in Microsoft Office, esp. Ms. EXCELProficiency in customer service or marketing software, e.g. Salesforce and ZendeskFocuses on identifying opportunities to improved serviceAnalyze shipper needs and requirementCustomer retention, engagement and upsellingResponsibilities,
Coordinate Customer Service TeamProvide Direct Customer SupportEvaluate Team MembersSupport Process Improvement in Customer Experience Coordinate with all department to resolve shippers concernsOversee the onboarding process for new shippers that joining our communication channelDevelop and implement strategies to increase shipper retention by providing high-quality serviceMonitor team performance metrics, such as CES, and adoption/retention rate, and take corrective actions as neededEstablish a trusted and active relationship and communicate clearly/effectively to shipper and help them by drive of the value of our products and servicesBuilding trust and engagement to shippers to ensure they are satisfied with Ninjavan's services, esp. pick up performance and delivery success performanceProvide insight and data analysis for continues improvement
