Job Description

Established in 2013, GOGOVAN is the first app-based platform for delivering goods in Asia, which is dedicated in offering excellent delivery service through innovative technology. Since then, GOGOVAN has extended its service to various platforms. The company connects individuals and businesses directly to thousands of drivers for their real-time delivery needs, and redefines the everyday delivery experience by providing a convenient and efficient service.

Over the years, GOGOVAN has expanded its business from Hong Kong to Singapore, South Korea, Mainland China, India and Taiwan and will continue to expand globally. In August 2017, GOGOVAN merged with 58 Suyun, the leader in Mainland China\xe2\x80\x99s intra-city logistics market, and increased GOGOVAN\xe2\x80\x99s presence to over 300 cities, with more than 8 million registered drivers under its network.

Customer Service Supervisor

Singapore

Full Time

Customer Service

Manager/Supervisor

What you will deliver

• Deliver high quality customer service standards through timely and effective resolution of customer feedback.
• Improve and innovate customer service procedures, policies, and standards in line with the company\'s objectives, and work with the customer service team with updated industry trends and new practices or knowledge.
• Lead, train, and mentor a team of customer service representatives in SG & MY in a fast-paced environment to enhance their skills and knowledge.
• Efficiently manage and resolve conflicts/complaints from customers\' feedback which include handling all inbound calls and emails.
• To conduct proper investigation on damages or claims requests timely to ensure closure of complaints.
• Monitor customer service metrics and provide regular reports to management on performance and customer feedback, for e.g Google reviews and ratings.
• Schedule and manage customer service team duty roster to ensure manpower stability in the team, cover manpower when necessary.
• Resilient and patient to resolve conflicts and manage customer service team grievances.
• Foster a positive and collaborative team culture that values open communication, continuous learning, and teamwork.
• Collaborate with other departments to ensure smooth and efficient operations.
• Provide all other relevant support requested by reporting manager.

Who you are

• Experience in the logistics industry, tech, or trucking company industry will be a plus.
• High passion in the customer service line and openness to learn.
• Experience in CRM tools (ZenDesk, FreshDesk, Salesforce, Microsoft CRM Dynamics) will be a plus.
• Proficient in fundamental google suit and/or Microsoft Office knowledge and experience, especially in Excel.
• Is enthusiastic about logistics and technology.
• Possess at least 3-4 years of supervisory/leadership.
• Experience in troubleshooting and has a keen eye for problem resolution.
• Able to work independently under pressure, fast-paced environment and during peak deliverables.
• Delivers good communication through text and phone.
• Able to work shift work, weekends, and Public Holidays.

What We Offer

• A multi-cultural team
• A company that provides casual and flexible working environment
• A company promotes learning, continuous improvement, and personal growth

GOGOX is the first on-demand logistics and transportation platform in Asia. As a pioneer among tech and logistics startups, we transform the logistics industry, by making use of the trending sharing economy concept and embracing the beauty of simplicity and efficiency.

Over the years, GOGOX has expanded its business from Hong Kong to Singapore, South Korea, Mainland China, Taiwan and India and will continue to expand globally. If you share our vision and enjoy working in a creative, innovative and fun environment, apply to join our team and start your GOGOVanture today.

GOGOX