Customer Service Manager

2 Days ago • All levels

About the job

Summary_{By Outscal}

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.

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 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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