Customer Service Manager

1 Week ago • All levels • Customer Service

Job Summary

Job Description

The Customer Service Manager will be responsible for performance monitoring, including developing daily, weekly, and monthly reports on team productivity and KPIs. They will manage technical projects to improve team performance and monitor sales channel performance, collaborating with departments to address root causes and implement action plans. The role also involves seller support, setting customer service standards, ensuring timely and accurate service through collaboration with the QA team, and providing customer feedback to internal teams like operations, commercial, and product. The manager will also contribute to improving overall processes to enhance customer service and satisfaction, and feedback insights through contact reason analysis. Team management includes training and supporting the team, managing performance, and establishing best practices in the technical support process. Other responsibilities include ad hoc tasks assigned by the line manager.
Must have:
  • Bachelor Degree or above
  • Proven experience as CE, CR, or AM manager
  • Solid technical background with ability to instruct non-technical audience
  • Customer-service oriented with problem-solving attitude
  • Excellent written and verbal communication skills in Vietnamese & English
  • Excellent in Microsoft Office (Gsheet, Excel, Powerpoint)
  • Team management skills
  • Hands-on experience with help desk and remote control software
Good to have:
  • Basic data analytics is preferable
Perks:
  • Competitive income compared to the market
  • Paid social insurance based on full salary
  • 13th salary
  • Performance review from 1-4 months
  • Annual salary review
  • 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
  • Attractive team-building activities
  • Regular internal activities
  • Provide laptop for employees
  • Participate in internal training courses (online/offline)
  • Open-minded senior leaders
  • Young and dynamic working environment

Job Details

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 market
      Paid social insurance based on full salary
      "Tet" bonus (13th salary)
      Performance review from 1 - 4 months
      Annual review 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
      Attractive team-building activities, regular internal activities
      Provide 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 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.

Personal Data Processing Notice To Applicants

    • By completing and submitting this form, you attest to the accuracy of the personal information you have entered. You give Nin Sing Logistics Company Limited ("Ninja Van") permission to gather, use, and share the personal data you have submitted in line with the terms of Ninja Van's Privacy Policy/Personal Data Processing Notice, which can be found at https://www.ninjavan.co/files/vi-vn/personal-data-processing-notice.pdf.

    • As a data subject, you have the right to update, correct, delete, and withdraw consent, among other rights. Please submit a request to vn-privacy@ninjavan.co via email in order to exercise these rights.

Similar Jobs

Coherent corp. - Manufacturing Tech - Materials & Coatings

Coherent corp.

Philadelphia, Pennsylvania, United States (On-Site)
1 Month ago
Capgemini - Finance Controller

Capgemini

Mumbai, Maharashtra, India (On-Site)
1 Month ago
On Location - Athletics Travel Manager

On Location

Oklahoma, United States (On-Site)
2 Months ago
Alpha Sense - Content Analyst II

Alpha Sense

Pune, Maharashtra, India (On-Site)
1 Month ago
Reveal - Account Executive, Enterprise

Reveal

California, United States (On-Site)
4 Months ago
Betson Group - Danish Speaking - Customer Service

Betson Group

Peru (On-Site)
1 Month ago
Everi - Customer Service Specialist I

Everi

Las Vegas, Nevada, United States (Remote)
2 Weeks ago
Tide - Customer Support with German (Fraud Response)

Tide

Sofia, Sofia City Province, Bulgaria (Hybrid)
1 Month ago
Imagine.io - Head - Customer Success

Imagine.io

Austin, Texas, United States (Hybrid)
2 Months ago
Nexon - Global MapleStory Player Support Specialist (Temporary)

Nexon

El Segundo, California, United States (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Nice - Workforce Real-Time Analyst

Nice

Manila, Metro Manila, Philippines (Hybrid)
2 Weeks ago
Marsh McLennan - Junior Operations Analyst with German

Marsh McLennan

Warsaw, Masovian Voivodeship, Poland (Hybrid)
2 Months ago
DraftKings - Office Manager and Employee Experience Associate

DraftKings

Tel Aviv-Yafo, Tel Aviv District, Israel (On-Site)
3 Weeks ago
MiQ - Account Coordinator

MiQ

Toronto, Ontario, Canada (On-Site)
3 Weeks ago
Nordson Corporation - Area Manager

Nordson Corporation

Aarhus, Denmark (Remote)
4 Weeks ago
PwC - ETIC, Transaction Monitoring Name Screening (FinCrime) - Associate

PwC

Cairo, Cairo Governorate, Egypt (On-Site)
9 Months ago
Yahoo - Associate Ad Quality Optimization Specialists

Yahoo

India (Hybrid)
1 Month ago
NVIDIA - Operation Program Manager

NVIDIA

Shenzhen, Guangdong Province, China (On-Site)
2 Months ago
Nintendo - Experiential Marketing Specialist

Nintendo

Redmond, Washington, United States (Hybrid)
6 Months ago
Site Core - Service Experience Engineer

Site Core

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Ho Chi Minh City, Vietnam

Falcon games - Game Tester

Falcon games

Hanoi, Vietnam (On-Site)
1 Month ago
Falcon games - 2D Game Artist

Falcon games

Hanoi, Hanoi, Vietnam (On-Site)
1 Month ago
Rocket studio - Data Analyst (Leader)

Rocket studio

Hanoi, Vietnam (On-Site)
1 Month ago
Rackspace Technology - Data Engineer III

Rackspace Technology

Vietnam (Remote)
3 Months ago
Virtuos - FX Art Director

Virtuos

Vietnam (On-Site)
3 Months ago
virtous games - Finance Lead

virtous games

Ho Chi Minh City, Vietnam (On-Site)
1 Month ago
Amanotes - 2D Game Artist - Part-time

Amanotes

Ho Chi Minh City, Ho Chi Minh City, Vietnam (Remote)
3 Months ago
Rocket studio - Unity Developer (Junior)

Rocket studio

Hanoi, Hanoi, Vietnam (On-Site)
2 Months ago
Corsair - Automation Engineer

Corsair

Vietnam (On-Site)
3 Months ago
Rocket studio - Game Designer (Intern)

Rocket studio

Hanoi, Hanoi, Vietnam (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Imagine.io - Head - Customer Success

Imagine.io

Texas, United States (Hybrid)
3 Months ago
Ion - Technical Support Analyst - 8034

Ion

Hong Kong (On-Site)
8 Months ago
Whatnot - Customer Experience Team Lead (Night Shift)

Whatnot

Phoenix, Arizona, United States (On-Site)
2 Months ago
Safe security - Customer Success Advisor

Safe security

London, England, United Kingdom (Remote)
1 Month ago
Ubisoft - Customer Success Analyst

Ubisoft

Bengaluru, Karnataka, India (On-Site)
4 Weeks ago
Wrike - Customer Success Manager (Japanese)

Wrike

Tokyo, Japan (Hybrid)
1 Month ago
Wolters Kluwer - Customer Service Representative (Change of Agent)

Wolters Kluwer

Austin, Texas, United States (On-Site)
4 Weeks ago
Toast - Trainer, Customer Success

Toast

Bengaluru, Karnataka, India (On-Site)
2 Weeks ago
Tesla - Customer Experience Specialist, Delivery

Tesla

Manchester, England, United Kingdom (On-Site)
4 Months ago
Cred - Player Support Agent

Cred

(Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

Ho Chi Minh City, Vietnam (On-Site)

Johor Bahru, Johor, Malaysia (On-Site)

Jakarta, Indonesia (Hybrid)

Hanoi, Vietnam (On-Site)

Johor Bahru, Johor, Malaysia (On-Site)

Subang Jaya, Selangor, Malaysia (On-Site)

Taguig, Metro Manila, Philippines (Hybrid)

Subang Jaya, Selangor, Malaysia (On-Site)

Ho Chi Minh City, Vietnam (On-Site)

View All Jobs

Get notified when new jobs are added by NinjaVan

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug