Senior Executive, Customer Success (Philippines)

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