Customer Service Real Time Floor Management - Data Analysis

Subang Jaya, Malaysia

Full Time
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Ninja Van
Ninja Van is Southeast Asia’s leading logistics provider, with the highest service coverage over 6 countries in the region. Experience the joy of hassle-free deliveries by shipping with Ninja Van today.
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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.

Job Descriptions:

  • Drive Customer Service Operations:
  • Conducts a variety of analytical studies and surveys, makes recommendations, and prepares reports on the findings of such studies and surveys
  • Responsible for gathering data and doing research
  • Translate findings into easy to understand reports or presentations for management.
  • Provide the department with process or sales improvement strategies. 
  • Work closely with subject matter experts, marketing teams or management to develop and implement plans.
  • Performs mathematical and statistical calculations
  • Interprets and implements applicable rules, regulations, and procedures
  • Develops and analyzes quantitative data for management control and evaluation purposes

  • Drive Business Continuous Improvement Activities:
  • Follow situational factors that promote and inhibit changes to staffing and scheduling
  • Understand risks associated with different approaches of process changes
  • Reviews and analyzes existing or proposed projects, policies, procedures, systems and management activities, advises management on their impact, and makes recommendations for change
  • Use customer service data, observations and market trends and reports to get a clear picture of the department’s operations and ways to improve it
  • Analyse historical trends and actual results to ensure greater accuracy in future forecast planning

  • Drive Business Development Operations:
  • Participates in the development and implementation of policies and procedures
  • Work closely with Business Intelligence (BI) to identify churn probability patterns, and drive customer attraction as well as retention strategies to improve on customer loyalty
  • Influence stakeholders to grow relationships that assist in revenue generation in multiple verticals
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Job region(s): Asia/Pacific
Job stats:  4  2  0
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