Responsibilities
Ensure quality of customer experience: Analyze Metrics performance for key accounts and build the case for Business process Improvement; Collates and evaluates Shop's feedback and raise to relevant department for the improvement of overall shop satisfaction and Ninja Van’s service offering; Monitor shop satisfaction and service quality throughout shop journey; Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the on-boarding, shipping and delivery cycle; Initiate project to boost key shippers retention and/or volume growthTeam management & Capacity development: Maintain capacity monitoring for CSM agents; Lead, Manage, and Coach CSM agents to achieve KPI; Mentor, monitor and appraise on their ability to handle shipper issues and requests; Conducts team meetings, one on one review sessions and individual observation sessions on a monthly basis;Constantly keep abreast of latest customer service and business trends and share the knowledge with TeamRequirements
Min. 5 years of experience in Key Account Management, Business Development .....Excellent verbal and written communication skillsEfficiency and organizational skillsStrong presentation skillsComputer literacy in order to type up reports, results and details of customer interactionBachelor’s degree in business or related fieldHands-on experience with managing clients and teamsProven success in a corporate setting, working with all levels of managementStrong written, verbal, and presentation skillWorking address: Office HCM - 307/21 Nguyễn Văn Trỗi, phường 1, Tân Bình, HCM
Salary and benefits:
Competitive income compared to the market
"Tet" bonus , Performance review from 1 - 4 months
Paid social insurance based on full salary
12 days annual leave, 5 days sick leave (with full salary)
High-class AON Health Insurance for manager level.
Year End Party, annual Townhall Ceremony
Annual company trip
Attractive team-building activities, regular internal activities
Provide laptop for employees
Training and developing:
Participate in internal training courses: online/offline
Opportunities to promote to higher positions: Senior, Team Leader, Manager etc.
Work environment & colleagues:
Senior leaders are open-minded, respectful and ready to facilitate personal growth
Young and dynamic working environment
Scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities throughout the country.
