- Performance Monitoring (70%)
Develop daily, weekly and monthly reports on CE SSM team’s productivity & KPI. Monitor & propose to the CE Deputy Head to adjust CE SSM 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%)
Recruit, train and support CE SSM on daily operation
Manage the CE SSM 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.