Customer Success Associate

• Aug 2022 - Present

- Assist over 200+ customers in resolving issues related to international shipments promptly and effectively - Handle customer inquiries, providing comprehensive information and updates on both upcoming and international shipments - Assign and manage emails that require attention from the related team, facilitating swift responses to customer inquiries and issues - Liaise with related parties to address delivery issues and coordinate resolutions - Monitor all operational processes to ensure smooth execution and promptly report any identified issues to the related team - Manage lost and damaged shipment claims, ensuring timely resolution - Create invoices for credit shipments and return shipment charges, ensuring accuracy and timeliness - Update and generate reports related to lost packages, forwarding them to related parties - Monitor and track thousands of shipments daily through the system's update - Maintain excellent relations with both customers and vendors Show less

Lazada Logistics Forward Scholarship Awardee

• Mar 2022 - Aug 2022

Last Mile Logistics Administration (CPC)

• Sep 2020 - Aug 2022

- Validate courier deliveries and determine success or failure- Handle communication with customers regarding their deliveries and document outcomes- Contact the customer for each failed delivery to confirm cancellation or postponement, notify the customer of delivery, or address clarification- Tracing and giving shipment information to the recipient, customer, and Lazada in case of cancellation- Making reports and communication to related parties regarding force majeure- Assist CPC activities based on courier reports on Live Dashboard Monitoring and giving some updated information- Investigation disputes and lost packages, liaising with the related parties, and forwarding results to Customer Service Lazada Logistics- Act as PIC responsible for ensuring the smooth flow of packages from unloading, inbound, sorting, and outbound, to final delivery to customers- Create daily manifest data for inbound packages to the HUB, determining the courier assignments required to achieve targeted delivery success rates- Monitor courier attendance and report to the Manager- Conduct monthly presentations and refreshment sessions for couriers- Prepare daily reports on failed package deliveries and justifications, reporting to the Manager- Organize and archive documents at the HUB for efficient record-keeping- Responsible for inventory control of equipment and supplies at the HUB Show less

Sales Team Area Coordinator (Bali Area)

• Jun 2019 - May 2020

- Lead and supervise the sales team operating in Bali - Provide guidance, mentorship, and support to team members in their daily activities - Make critical decisions to enhance daily operations and sales performance - Monitor and assess the sales team's performance to achieve targets - Prepare daily reports for all sales transactions conducted by the team in each area - Conduct monthly visits to more than 10 outlets to ensure the timely distribution of vendor supplies by the distributor Show less