Develop daily, weekly and monthly reports on team’s productivity & KPI. Monitor & propose to the Deputy Head to adjust KPI if needed to support the business strategy.
Manage technical projects aimed at improving performance of the team such as: FM Cluster, Partial Delivery, Zalo OA,...
Seller support (70%)
Internal
Set specific customer service standards
Ensure customer service is timely and accurate on a daily basis (through collaborating with the internal QA team in developing & monitoring QA criterias & reports.)
Provide customer feedback to the appropriate internal teams, like operations, commercial & product team
Collaborate with internal teams (ex: Operations, Product, Commercial team…) to proactively find both short & long term solutions to handle customers’ issues.
Contribute to and improve Ninja Van's overall processes to enhance Customer Service and Satisfaction
Establish best practice throughout Contact Reason analysis to feedback with other stakeholders.
External (Seller/Buyer):
Follow up with customers to identify areas of improvement (though seller visit or reporting/surveys)
Contribute to improving customer support by actively responding to queries and handling complaints
Team Management (20%)
Recruit, train and support team on daily operation
Manage team and evaluate performance
Establish best practices through the entire technical support process
Job Requirement
Bachelor Degree & above
Proven work experience as a KAM/ CE/ CR/ AM Manager
Candidates in the Logistics, Express, and E-commerce industries are given preference (prefer Female)
Hands on experience with help desk and remote control software
Solid technical background with an ability to give instructions to a non-technical audience
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Team management skills
Customer-service oriented with a problem-solving attitude
Hands on experience with help desk and remote control software
Communication in English
Work location
Ho Chi Minh
307/21 Nguyễn Trọng Tuyển, Phường 1, Tân Bình, Thành phố Hồ Chí Minh
More Information
Degree:
Bachelor
Gender:
Female
Other extras:
Year End Party, annual Townhall Ceremony
Annual company trip
Attractive team-building activities, regular internal activities
Provide laptop for employees
Probationary period: 2 months (full salary)
Training opportunities:
Participate in internal training courses: online/offline
Opportunities to promote to higher positions: Senior Manager, etc.
Age:
Unlimited
Working time: Monday - Saturday (Saturday flexible)
Colleagues:
Senior leaders are open-minded, respectful, and ready to facilitate personal growth
Young and dynamic working environment
The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities thoughout the country.
Benefit:
Competitive income compared to the market
Paid social insurance based on full salary
13th month bonus
Review of salaries once a year
High-class AON Health Insurance for manager level.
Holidays: 12 days annual leave, 5 days sick leave (with full salary)
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