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%)

• 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 (20%)

• Recruit, train and support team on daily operation
• Manage team and evaluate performance
• Establish best practices through the entire technical support process

• Bachelor Degree & above
• Proven work experience as a KAM/ CE/ CR/ AM  Manager
• Candidates in the Logistics, Express, and E-commerce industries are given preference (prefer Female)
• Hands on experience with help desk and remote control software
• 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
• Team management skills
• Customer-service oriented with a problem-solving attitude
• Hands on experience with help desk and remote control software
• Communication in English

• Degree: Bachelor
• Age: Unlimited
• Gender: Female
• Job type : Permanent
• Probationary period: 2 months (full salary)
• Working time: Monday - Saturday (Saturday flexible)
• Training opportunities:

  Participate in internal training courses: online/offline
  Opportunities to promote to higher positions: Senior Manager, etc.

• 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.

• Benefit:

  Competitive income compared to the market
  Paid social insurance based on full salary
  13th month bonus
  Review of salaries once a year
  High-class AON Health Insurance for manager level.

• Other extras:

  Year End Party, annual Townhall Ceremony
  Annual company trip
  Attractive team-building activities, regular internal activities
  Provide laptop for employees

• Holidays: 12 days annual leave, 5 days sick leave (with full salary)
• Salary: Over 30 Mil VND