ECRM

Key Accountabilities

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

• 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

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
• Communication in English