Key Accountabilities
- Performance Monitoring (70%)
- Develop daily, weekly and monthly reports on team’s productivity & KPI. Monitor & propose to the CE Deputy Head to adjust team's 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,...
- Monitor performance of the Sales Channels and work with the related departments to understand the root cause and ask for an action/recovery plan in order to assure performance improvement for the sales channels.
- Seller support (15%)
- 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 (10%)
- Train and support team on daily operation
- Manage team and evaluate performance
- Establish best practices through the entire technical support process
- Others (5%): Other projects/ad hoc tasks assigned by the line manager.
Key Requirements
- Bachelor Degree & above
- Proven work experience as a CE or CR or AM manager
- 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 both Vietnamese & English
- Excellent in Microsoft Office (especially Gsheet, Excel, Powerpoint)
- Basic data analytics is preferable
- Team management skills
- Customer-service oriented with a problem-solving attitude
- Hands on experience with help desk and remote control software
Working Place
- Working address: Ninja Van Vietnam Office, 307/21 Nguyen Van Troi st, 1 Ward, Tan Binh District
- Monday - Saturday (10 a.m. to 6 p.m.; work from home on Saturdays)
Benefit
- Salary and benefits:
Competitive income compared to the marketPaid social insurance based on full salary"Tet" bonus (13th salary)Performance review from 1 - 4 monthsAnnual review salary12 days annual leave, 5 days sick leave (with full salary)High-class AON Health Insurance for manager level.Year End Party, annual Townhall CeremonyAttractive team-building activities, regular internal activitiesProvide laptop for employees
- Training and developing:
Participate in internal training courses: online/offline
- Work environment & colleagues:
Senior leaders are open-minded, respectful, and ready to facilitate personal growthYoung and dynamic working environmentThe scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities thoughout the country.
Personal Data Processing Notice To Applicants
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