Customer Service Manager
Job Summary
Job Description
Ninja Van Vietnam seeks a Customer Service Manager with proven experience in logistics, express, and e-commerce. You will lead a team, monitor performance, and enhance customer support. Proven team management and technical skills are essential.
Must have:
- Customer Service
- Team Management
- Logistics Experience
- Problem-Solving
Good to have:
- Help Desk
- Remote Control
- Technical Background
- E-commerce Experience
Perks:
- Social Insurance
- Health Insurance
1 skill required
Job Details
Key Accountabilities
- 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,...
- 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
- Recruit, train and support team on daily operation
- Manage team and evaluate performance
- Establish best practices through the entire technical support process
Performance Monitoring (10%)
Seller support (70%)
Team Management (20%)
Key Requirements
- Bachelor Degree & above
- Proven work experience as a KAM/ CE/ CR/ AM Manager
- Candidates in the Logistics, Express, and E-commerce industries are given preference (prefer Female)
- 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
₫0 - ₫1 a month
Working address: Ninja Van Vietnam Office, 307/21 Nguyen Van Troi st, 1 Ward, Tan Binh District
Salary and benefits:
Competitive income compared to the market
Paid social insurance based on full salary
"Tet" bonus , Performance review from 1 - 4 months
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 Manager, etc.
Work environment & colleagues:
Senior leaders are open-minded, respectful, and ready to facilitate personal growth
Young and dynamic working environment
The scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities thoughout the country.
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