Customer Service Manager

Performance Monitoring (10%)

Manage technical projects aimed at improving performance of the team such as: FM Cluster, Partial Delivery, Zalo OA,...
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.

Seller support (70%)
Internal

Ensure customer service is timely and accurate on a daily basis (through collaborating with the internal QA team in developing & monitoring QA criterias & reports.)
Establish best practice throughout Contact Reason analysis to feedback with other stakeholders.
Provide customer feedback to the appropriate internal teams, like operations, commercial & product team
Contribute to and improve Ninja Van&039;s overall processes to enhance Customer Service and Satisfaction
Set specific customer service standards
Collaborate with internal teams (ex: Operations, Product, Commercial team...) to proactively find both short & long term solutions to handle customers’ issues.

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%)

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

Bachelor Degree & above
Proven work experience as a CE/ CR/ AM Manager
Candidates in the Logistics, Express, and E- commerce industries are given preference
Customer Facing skill
Hands on experience with help desk and remote control software
Hands on experience with help desk and remote control software
Team management skills
Customer- service oriented with a problem- solving attitude
Solid technical background with an ability to give instructions to a non- technical audience
Excellent written and verbal communications skills
Customer- service oriented with a problem- solving attitude
Communication in English

Salary and benefits:

Provide laptop for employees
Year End Party, annual Townhall Ceremony
Paid social insurance based on full salary
High- class AON Health Insurance for manager level.
Annual company trip
"Tet" bonus , Performance review from 1- 4 months
Competitive income compared to the market
12 days annual leave, 5 days sick leave (with full salary)
Attractive team- building activities, regular internal activities

Training and developing:

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

Work environment & colleagues:

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.
Senior leaders are open- minded, respectful, and ready to facilitate personal growth
Young and dynamic working environment

Cập nhật gần nhất lúc: 2024-12-17 10:25:02