Performance & Reporting Manager (Customer Experience)

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 Opex Manager
• 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)
• Good at data analytics
• 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.

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