Senior Executive, Customer Success at Teleport

Pasay, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

11 Apr, 26

Salary

0.0

Posted On

11 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Key Account Management, Operations, Customer Service, Data Analysis, Problem Solving, Collaboration, Self-Motivation, Adaptability, Communication, Performance Driven, Churn Risk Identification, Merchant Advocacy, Feedback Provision, Technology Adaptation, Delivery Monitoring

Industry

Logistics;Transportation;Supply Chain and Storage

Description

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! We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer. Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

Responsibilities

Guide merchants through their customer journey and serve as the primary point of contact to ensure service usage achieves full business value. Monitor delivery shipments and take ownership of escalated delivery issues, using customer data to identify opportunities for new feature adoption and up-selling.