Assistant Head of Customer ExperienceCÔNG TY TNHH NIN SING LOGISTICS (NINJA VAN) - TP HCM
Nơi làm việc: Hồ Chí Minh
Ngành nghề: Tư vấn/ Chăm sóc khách hàng, IT phần mềm, Thư ký - Trợ lý, Hành chính - Văn phòng, Thống kê, Giao Dịch Khách Hàng, Dịch vụ
Lương: Cạnh tranh
Hình thức: Toàn thời gian
Ngày đăng: 22/05/2024
Hạn nộp: 30/06/2024
Vị trí công việc này hiện tại đã hết hạn nộp hồ sơ, bạn có thể tham khảo thêm một số công việc liên quan phía dưới
Mô tả công việc
Mô tả Công việc
Performance monitoring & system management (50%)
Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
Manage the service quality & report quality of local phone operator vendors such as caresoft, access administration of those equipment and systems deployed in the local Customer Experience Organization.
Maintain IVR greeting, and manage/adjust the phone routing flows.
Proactively input to improve the scorecard of Customer Experience employees. Manage FSR system as local FSR representative.
Planning & Process innovation (20%)
Create, implement, and develop effective customer service procedures, policies, and standards.
CE SOPs representative: represent CE Head in country SOP Committee & to work with CE Managers to build/revise/update CE SOPs & work instruction.
Prepare and submit to the Head of Customer Experience the cost calculation of the CE team such as operation cost, new project, and implementation plan in the most economical way.
Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.
Project Management (20%)
Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
Supervise the project progress, together with the cross-department & Regional team.
Provide project evaluation (if any).
Others (10%)
Assist the CE head in daily team management & reporting.
Other ad-hoc assigned by CE head
Performance monitoring & system management (50%)
Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
Manage the service quality & report quality of local phone operator vendors such as caresoft, access administration of those equipment and systems deployed in the local Customer Experience Organization.
Maintain IVR greeting, and manage/adjust the phone routing flows.
Proactively input to improve the scorecard of Customer Experience employees. Manage FSR system as local FSR representative.
Planning & Process innovation (20%)
Create, implement, and develop effective customer service procedures, policies, and standards.
CE SOPs representative: represent CE Head in country SOP Committee & to work with CE Managers to build/revise/update CE SOPs & work instruction.
Prepare and submit to the Head of Customer Experience the cost calculation of the CE team such as operation cost, new project, and implementation plan in the most economical way.
Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing cost.
Support the Customer Experience to do planning by actively identifying the high potentials/risks & propose action plans accordingly.
Project Management (20%)
Coordinate with the company's cross-departments & Regional team in project understanding & build-up.
Supervise the project progress, together with the cross-department & Regional team.
Provide project evaluation (if any).
Others (10%)
Assist the CE head in daily team management & reporting.
Other ad-hoc assigned by CE head
Yêu cầu công việc
Yêu Cầu Công Việc
Excellent in English (both verbal & written)
University & above
Skills:
Analytical ability to understand and interpret data for a range of audiences.
Solid project management skills with an ability to be flexible when required.
Strong numeracy skills with some experience of managing complex budgets.
An ability to prioritize workloads and juggle competing demands.
Faultless planning skills including deep understanding of the planning consent process.
Problem solving & project management
Experience:
From 5 years of proven planning experience in MNC companies.
Extensive experience of the planning process from preparation and submission to consent and appeal.
Evidence of previous report writing and making recommendations on major planning applications.
Analytical track record for using and translating data for proposal planning purposes.
Project management know-how with previous experience of taking planning projects through the stages from formation to finalization.
Skillful in planning and data analytics.
Core Competencies
Communications
Strategy development
Critical thinking
Business acumen
Excellent in English (both verbal & written)
University & above
Skills:
Analytical ability to understand and interpret data for a range of audiences.
Solid project management skills with an ability to be flexible when required.
Strong numeracy skills with some experience of managing complex budgets.
An ability to prioritize workloads and juggle competing demands.
Faultless planning skills including deep understanding of the planning consent process.
Problem solving & project management
Experience:
From 5 years of proven planning experience in MNC companies.
Extensive experience of the planning process from preparation and submission to consent and appeal.
Evidence of previous report writing and making recommendations on major planning applications.
Analytical track record for using and translating data for proposal planning purposes.
Project management know-how with previous experience of taking planning projects through the stages from formation to finalization.
Skillful in planning and data analytics.
Core Competencies
Communications
Strategy development
Critical thinking
Business acumen
Quyền lợi được hưởng
Laptop
Chế độ bảo hiểm
Du Lịch
Phụ cấp
Đồng phục
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Nghỉ phép năm
Chế độ bảo hiểm
Du Lịch
Phụ cấp
Đồng phục
Chế độ thưởng
Chăm sóc sức khỏe
Đào tạo
Tăng lương
Nghỉ phép năm
Thông tin khác
Bằng cấp:
Đại học
Phụ cấp khác: Phone allowance
Thời gian thử việc: 2 months (full salary)
Cơ hội huấn luyện:
Participate in internal training courses: online/offline
Opportunities to promote to higher positions
Độ tuổi:
Không giới hạn tuổi
Thời gian làm việc: Monday - Saturday (10am - 6pm, Flexible Saturday)
Đồng nghiệp:
Senior leaders are open-minded, respectful, and ready to facilitate personal growth
Young and dynamic working environment
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.
Phúc lợi:
Competitive income compared to the market
"Tet" bonus , Performance review from 1 - 4 months
Paid social insurance based on full salary
High-class AON Health Insurance for manager level.
Year End Party, annual Townhall Ceremo
Ngày nghỉ: 15 days annual leave, 5 days sick leave (with full salary)
Lương:
Cạnh tranh
Đại học
Phụ cấp khác: Phone allowance
Thời gian thử việc: 2 months (full salary)
Cơ hội huấn luyện:
Participate in internal training courses: online/offline
Opportunities to promote to higher positions
Độ tuổi:
Không giới hạn tuổi
Thời gian làm việc: Monday - Saturday (10am - 6pm, Flexible Saturday)
Đồng nghiệp:
Senior leaders are open-minded, respectful, and ready to facilitate personal growth
Young and dynamic working environment
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.
Phúc lợi:
Competitive income compared to the market
"Tet" bonus , Performance review from 1 - 4 months
Paid social insurance based on full salary
High-class AON Health Insurance for manager level.
Year End Party, annual Townhall Ceremo
Ngày nghỉ: 15 days annual leave, 5 days sick leave (with full salary)
Lương:
Cạnh tranh
Giới thiệu công ty
CÔNG TY TNHH NIN SING LOGISTICS (NINJA VAN) - TP HCM việc làm
307/21 Nguyễn Văn Trỗi, Phường 1, Quận Tân Bình, TP. HCM
Quy mô: Từ 5000 - 10000 nhân viên
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Vị trí Assistant Head of Customer Experience do công ty CÔNG TY TNHH NIN SING LOGISTICS (NINJA VAN) - TP HCM tuyển dụng tại Hồ Chí Minh, Joboko tự động tổng hợp mức lương Cạnh tranh, tìm thêm việc làm về Assistant Head of Customer Experience hoặc công ty CÔNG TY TNHH NIN SING LOGISTICS (NINJA VAN) - TP HCM ở các link phía trên
Giới thiệu công ty
CÔNG TY TNHH NIN SING LOGISTICS (NINJA VAN) - TP HCM việc làm
307/21 Nguyễn Văn Trỗi, Phường 1, Quận Tân Bình, TP. HCM
Quy mô: Từ 5000 - 10000 nhân viên