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%)

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