Key Accountabilities
- 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,...
- 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
- Recruit, train and support team on daily operation
- Manage team and evaluate performance
- Establish best practices through the entire technical support process
Seller support (70%)
Key Requirements
- 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
- 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
Top Skills
What We Do
Ninja Van Group is a tech-enabled logistics organisation, backed by marquee investors including GeoPost, Alibaba Group, and B Capital Group. Launched in 2014 as an e-commerce express logistics company, it reached 100% network coverage by 2018 with over 2,000 stations and hubs across Southeast Asia. Today, around two million parcels course through its network daily. A decade of operations fortified Ninja Van Group’s e-commerce express network, enabling concurrent diversification across the realms of e-commerce and express logistics. To maximise its scale in e-commerce, Ninja Van Group offers a comprehensive suite of solutions – from digital to full-funnel marketing – to help shippers sell better. As a springboard for expansion beyond e-commerce, Ninja Van Group's e-commerce express network lays the groundwork for venturing into other express verticals, including business-to-business inventory restocking and cold chain.
