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Customer Service Manager

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about 2 months 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

    • Personal Data Processing Notice To Applicants

  • By completing and submitting this form, you attest to the accuracy of the personal information you have entered. You give Nin Sing Logistics Company Limited ("Ninja Van") permission to gather, use, and share the personal data you have submitted in line with the terms of Ninja Van's Privacy Policy/Personal Data Processing Notice, which can be found at https://www.ninjavan.co/files/vi-vn/personal-data-processing-notice.pdf.

  • As a data subject, you have the right to update, correct, delete, and withdraw consent, among other rights. Please submit a request to [email protected] via email in order to exercise these rights.
    • Apply Now