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about 1 month old

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Key Accountabilities


    • Performance Monitoring (10%)
  • 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

    • Key Requirements

  • Bachelor Degree & above
  • Proven work experience as a CE/ CR/ AM  Manager
  • Candidates in the Logistics, Express, and E-commerce industries are given preference
  • Customer Facing skill
  • 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
    • Apply Now