Asendia empowers businesses to grow across borders with a range of international e-commerce and mail delivery services. Launched in 2012 by La Poste and Swiss Post, Asendia has the combined expertise of over 1500 employees across 4 continents. With operations across the world, we bring together a wealth of international and local expertise, and a network that delivers to over 200 countries and territories. Asendia's heritage as a mail business is unrivalled, but today we are also at the forefront in providing e-commerce parcel solutions for e-tailers selling internationally. We provide a number of value-added services too, including returns, fulfilment and lettersshops, and we have acquired a number of companies to enhance our services, including eShopWorld a global e-commerce software business.

Asendia is committed to providing equal opportunities. In accordance with the applicable local laws, regulations, and ordinances, all qualified applicants will receive fair consideration for employment without regard to age, race, gender, religion, national origin, ethnicity, sexual orientation, marital status and family responsibilities, disability, or any other protected characteristics.

WE ARE LOOKING FOR........

Client Success Analyst

Role Purpose

We are looking for a Client Success Analyst to join the Customer Service team of Asendia Singapore. Reporting to Head of Key Accounts & Client Success Singapore / South Asia, you will be the first point of contact with customers, carriers, and partners. You will handle customers' inquiries, requirements, feedback, complaints and claims queries to ensure maximum customer satisfaction. You will oversee customer performance through management of the CRM system, monitoring progress and achieving KPIs.

Your Tasks

• Support the sales function to manage current customer accounts and sales support.
• Handle customers' enquiries, requirements, feedback and complaints to deliver excellent customer service to customers.
• Manage assigned customer accounts and keep an eye on customers' demand for services.
• Act as the first point of contact interface for customers and internal working partners in handling customers requirements.
• Manage claims query, follow up with internal stake holders and vendors, and update customers.
• Maintain cohesive and collaborative working relationships with carriers and customers.
• Solve customer and carrier problems and help resolve issues promptly and professionally.
• Manage the CRM system accurately and prepare regular statistical report and performance summaries.
• Monitor progress and maintain daily operations and achieve the KPIs.
• Escalate issues / concerns that requires broader attention and resolution timely.
• Any other tasks assigned by supervisor.

Your Profile

A. Qualifications

• Minimum Diploma holder, at least 2 years related working experience in customer service or in cross border e-commerce logistics industry is preferred.
• Fresh graduates with a positive attitude and a keen interest in customer services, sales or ecommerce logistics industry can be considered.
• Strong IT and systems skills, with proficiency in Microsoft Office (Outlook, Excel, Powerpoint, Word).
• Strong ability to professionally manage challenging customer requests and issues, as well as the capacity to multitask and complete tasks/projects on schedule.
• Possess a keen eye for detail and willingness to learn.
• Able to work independently and solve problems, with changing priorities in a fast-paced environment.
• Fluent English, written and spoken; and ability to understand and converse in a 2nd language is an advantage.

B. Competencies

Driving Success

• Demonstrates initiative to get things done
• Perseveres to achieve the goals and tasks on hand

Communicating Information

• Confidently delivers consistent and clear messaging to diverse audiences
• Expresses consistent and clear messages using various modes of communication (e.g. written, 1:1, public speaking)

Adjusting to Change

• Demonstrates willingness to move out of comfort zone
• Pivots and refocuses on deliverables in the face of setbacks

Our Facts

Our mission is to excel in every interaction with our customers. Our values are deliver for our customers, strive for excellence, collaborate as one team and our commitment to sustainability.

Driving success, communicating information, and adjusting to change are essential competencies that drive our strategy in APAC.

Employees wellbeing and corporate social responsibility are at the heart of our core values. We wish to instil a strong culture of corporate social responsibility within every employee and hope to create a positive and productive environment where employees can thrive.

If this sounds like the kind of place you would like to work and the sort of role you are looking for, then get in touch, we are waiting to hear from you.

Please send your application in English to: apac.recruitment@asendia.com

reference number "CSE102025ASSG".

All personal data collected will be used for recruitment related purposes and treated in strictest confidentiality. Only shortlisted candidates will be informed. All personal data supplied will be destroyed after completion of the recruitment process.