Shipper Success Management Manager
3 weeks ago
**Key Accountabilities**:
**Performance Monitoring (10%)**
- Develop daily, weekly and monthly reports on CE SSM team’s productivity & KPI. Monitor & propose to the CE Deputy Head to adjust CE SSM 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 CE SSM on daily operation
- Manage the CE SSM team and evaluate performance
- Establish best practices through the entire technical support process
**Key Requirements**:
- Bachelor Degree & above
- Proven work experience as a **KAM/ CE/ CR/ AM Manager**:
- 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
**Working address**: Ninja Van Vietnam Office, 307/21 Nguyen Van Troi st, 1 Ward, Tan Binh District
**Salary and benefits**:
Competitive income compared to the market
"Tet" bonus, Performance review from 1 - 4 months
Paid social insurance based on full salary
12 days annual leave, 5 days sick leave (with full salary)
High-class AON Health Insurance for manager level.
Year End Party, annual Townhall Ceremony
Annual company trip
Attractive team-building activities, regular internal activities
Provide laptop for employees
**Training and developing**:
Participate in internal training courses: online/offline
Opportunities to promote to higher positions: Senior, Team Leader, Manager, etc.
**Work environment & colleagues**:
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.
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