Offering wonderful buyer expertise is a should in any enterprise or business to foster buyer loyalty and create a optimistic model picture. In logistics, this encompasses the standard of deliveries, the pace of order success, and good customer support, amongst others. Tech-enabled specific logistics firm, Ninja Van Philippines, acknowledges that on the coronary heart of all of those are the individuals who work tirelessly to guarantee that each shipper and shopper is blissful and happy with the service they obtain.
Celebrating excellent members of its Buyer Service workforce, three Operations Assistants share their proudest moments and the challenges they’ve confronted and overcome on the job and in life as they proceed to develop with Ninja Van Philippines.
A chef by career, Pleasure didn’t initially see herself within the customer support (CS) business. Earlier than being a part of Ninja Van Philippines, she labored in Qatar and the US of America (USA) for 4 years. “Being a chef is tough particularly whenever you’re far out of your family members. After I made a decision to come back again dwelling, I started exploring alternatives within the CS business since each of my siblings are additionally in the identical discipline,” she mentioned.
As a beginner, Pleasure felt a whole lot of stress at the start however with coaching and steering from her managers, she was capable of study the ropes and fulfill her obligations as Consignee Help. In accordance with her, probably the most memorable issues she dealt with was a misplaced parcel containing an engagement ring that was speculated to be delivered on Christmas Day.
“I used to be answerable for the ticket and exhausted all my assets to seek out the parcel. After all the things was resolved, the consignee despatched me an image of his fiancee sporting the ring and thanked me for my assist,” she shared.
After a yr, Pleasure was transferred to the Shipper Help Workforce. The transition was a problem however similar to earlier than, she was capable of adapt, thrive, and proceed to be among the finest performing Operations Assistants within the workforce. Pleasure goals to proceed forwarding her profession by hopefully touchdown a managerial function within the firm and in addition venturing into entrepreneurship.
Similar to Pleasure, the CS business was not the primary selection for Jessalyn who was initially an auditor. She knew she was not proud of what she’s doing so finally, she determined to do a profession swap. It was in October 2020 when she began working at Ninja Van Philippines as a part of the Consignee Help workforce, finally rising her portfolio to incorporate e-commerce purchasers.
“What I like most about working at Ninja Van is the wholesome environment. There is no such thing as a competitors or workplace politics. My managers and workforce leaders are additionally very supportive,” she mentioned.
On the subject of her function as an Operations Assistant within the CS workforce, she finds probably the most success in aiding and resolving purchasers’ issues. Regardless of some being tougher to deal with than others, she stays affected person and tries her greatest to stay calm even when there’s aggression coming from the opposite line.
For CJ, touchdown a place at Ninja Van Philippines after dropping her earlier job through the onset of the pandemic was actually a blessing. “I’m very blissful to work at Ninja Van as a result of I take pleasure in taking over challenges and being inventive in resolving points,” she mentioned. “I additionally recognize that I’m a part of a strong workforce.”
Working on this business, nevertheless, will at all times have its set of challenges. CJ cited irate purchasers who get mad at CS representatives as the most typical for her. As a way to overcome these, she trains herself to have a stronger mindset, deal with work and never take adverse suggestions personally. Consequently, CJ at all times ranked gold in relation to attaining KPIs.
Transferring ahead, she goals for development in each her private life and profession. As somebody who used to wrestle with despair, CJ is seeking to proceed her therapeutic course of with the assistance of the love she receives from her household and pals, and the success she will get from working within the firm.
Tough circumstances could have led Pleasure, Jessalyn and CJ to the place they’re now of their careers, however it’s lucky that they’ve discovered happiness in with the ability to assist present purchasers with the very best buyer expertise all through the whole lot of their transactions. Their efforts maintain nice worth to Ninja Van Philippines’ promise of Todo Hustle, No Problem providers, and because the firm pushes for a extra customer-focused method, the Buyer Service workforce performs a precious function in supporting small and medium enterprises (SMEs) and their prospects throughout the nation by means of quick and dependable deliveries, revolutionary providers and high notch customer support.