Key Account Manager

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
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
Contribute to and improve Ninja Van&039;s overall processes to enhance Customer Service and Satisfaction
Establish best practice throughout Contact Reason analysis to feedback with other stakeholders.
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):
Contribute to improving customer support by actively responding to queries and handling complaints
Follow up with customers to identify areas of improvement (though seller visit or reporting/surveys)

Team Management (20%)

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

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

Laptop, Chế độ bảo hiểm, Du Lịch, Đồng phục, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Công tác phí, Nghỉ phép năm

Cập nhật gần nhất lúc: 2024-10-14 11:35:04