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
Job Requirement
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
More Information
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)
Ninja Van is an innovative technology-driven express delivery company that provides unsurpassed delivery services to businesses of all sizes across...Detail
Ninja Van is an innovative technology-driven express delivery company that provides unsurpassed delivery services to businesses of all sizes across Southeast Asia. Launched in 2014, Ninja Van started operations in Singapore and has become Southeast Asia's largest and fastest-growing freight forwarder with a network spanning six countries: Singapore, Malaysia, Philippines, Indonesia, Thailand, and Vietnam.
“Excellent delivery, no worries” - This is our slogan when you talk about Ninja Van. With a mission to connect Southeast Asia with the world, sending joy in every package, we guarantee your order will be shipped safely and quickly.
Qua việc nộp hồ sơ ứng tuyển và/hoặc tham gia quá trình tuyển dụng, ứng viên xác nhận đồng ý cho phép Ninja Van thu thập, sử dụng, chia sẻ và lưu trữ thông tin cá nhân của ứng viên theo chính sách bảo mật thông tin ứng viên của Ninja Van chi tiết tại: