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%)
InternalSet specific customer service standardsEnsure 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 teamCollaborate 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 SatisfactionEstablish 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 performanceEstablish best practices through the entire technical support processKey Requirements
Bachelor Degree & aboveProven work experience as a CE/ CR/ AM ManagerCandidates in the Logistics, Express, and E-commerce industries are given preferenceCustomer Facing skillHands on experience with help desk and remote control softwareSolid technical background with an ability to give instructions to a non-technical audienceCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsTeam management skillsCustomer-service oriented with a problem-solving attitudeHands on experience with help desk and remote control softwareCommunication in English
