Senior Executive, Customer Success

Job Description

• About Us
  
  We've got modern day solutions for all your modern day delivery woes.
  
  In a world that's constantly on the move, we know how important it is to keep things moving. We're on a mission to enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Asia Pacific and beyond.
  
  Logistics should be easy, quick and seamless at great rates. And we believe this standard should be the norm, not the exception as we strive to be the best logistics company in Asia Pacific. Currently, we've made our presence felt in Malaysia, Thailand, Indonesia, Philippines, India, Singapore and China. Our deep integration with Airasia's network and infrastructure puts us in a unique position to achieve what sounds impossible, and we need you to bring this to a reality.
  
  A DAY IN A LIFE

  As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

• Guide merchant base throughout their customer journey – from onboarding through to repeat orders

• Serve as the primary point of contact and develop a trusted advisor relationship with merchants to ensure service usage achieves full business value

• Monitor delivery shipments from start to finish to ensure successful delivery

• Take ownership of escalated delivery issues and follow problems through to resolution

• Use customer data and analytics to uncover opportunities for new feature adoption and up-selling

• Identify churn risks and collaborate with the relevant internal teams to remediate and ensure a successful renewal

• Educate customers on the most recent updates and enhancements to our products/services

• Act as the merchant advocate, providing constant feedback with internal teams to improve the customer experience and product offerings

• Monitor performance and end-to-end movement of deliveries be it across external or internal parties

• Requirements

• Proven ability to collaborate internally with cross-functional teams

• Results and performance driven, preferring data to drive your everyday decisions

• Able to operate successfully in a lean, fast-paced organization to scale quickly

• Self-motivated with a focus to exceed set goals

• Comfortable adapting to new technologies

• At least an undergraduate degree, any discipline; advanced degree a plus

• 2-3 years of work experience in Key Account Management, Operations or Customer Service

• Important note: The shortlisted candidates will be contacted via WhatsApp or email.
   

  Benefits

• Unlimited training - You will have access to a wide range of learning resources including Notion!

• Ditch the Suit & Tie - Be comfortable as you are, express your inner Fashionista... as long as it's not a birthday suit!

• Vacation and time away - Sometimes you need to recharge and come back energized! That's why you will get 90% off flights to destinations within AirAsia's network

• Growth opportunities - We embrace and take on opportunities to learn and grow at Teleport as we reimagine the way we do things. Yes, we meet the challenge head on as a team, and we celebrate together with you when you succeed and reap the rewards when the hard work pays off!