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Mô Tả Công Việc
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%) InternalSet specific customer service standardsEnsure 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 teamCollaborate 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 SatisfactionEstablish 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 complaintsTeam Management (20%)Recruit, train and support team on daily operationManage team and evaluate performanceEstablish best practices through the entire technical support process
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Yêu Cầu Công Việc
Yêu cầu ứng viên
Bachelor Degree & aboveProven work experience as a CE/ CR/ AM ManagerCandidates in the Logistics, Express, and E-commerce industries are given preferenceCustomer Facing skillHands on experience with help desk and remote control softwareSolid technical background with an ability to give instructions to a non-technical audienceCustomer-service oriented with a problem-solving attitudeExcellent written and verbal communications skillsTeam management skillsCustomer-service oriented with a problem-solving attitudeHands on experience with help desk and remote control softwareCommunication in English
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Hình thức
Full-time
Quyền Lợi
Quyền lợi
Salary and benefits:Competitive income compared to the market"Tet" bonus , Performance review from 1 - 4 monthsPaid social insurance based on full salary12 days annual leave, 5 days sick leave (with full salary)High-class AON Health Insurance for manager level.Year End Party, annual Townhall CeremonyAnnual company tripAttractive team-building activities, regular internal activitiesProvide laptop for employeesTraining and developing:Participate in internal training courses: online/offlineOpportunities to promote to higher positions: Senior Manager,...Work environment & colleagues:Senior leaders are open-minded, respectful, and ready to facilitate personal growthYoung and dynamic working environmentThe 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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