Customer Service 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
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