Customer Service Manager
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 other departments to identify and address root causes for improvement. 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. Additionally, the manager will contribute to improving overall company processes and establish best practices through contact reason analysis. Team management includes training, supporting, and evaluating team members. Other duties involve ad-hoc tasks assigned by the line manager.
Must have:
- Bachelor Degree & above
- Proven experience as CE, CR, or AM manager
- Solid technical background
- Customer-service oriented with problem-solving attitude
- Excellent written and verbal communication skills in Vietnamese & English
- Excellent Microsoft Office skills (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
- Paid social insurance
- 13th-month salary
- Performance review (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
- Laptop provided
- Internal training courses (online/offline)
- Open-minded senior leaders
- Young and dynamic working environment
- Large scope of work in a company with over 6000 employees
- Operations spreading to 63 provinces/cities throughout the country
9 skills required
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:
- Training and developing:
- Work environment & colleagues:
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
Participate in internal training courses: online/offline
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.
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