Customer Success Management Manager
1 week ago
**Responsibilities**: - ** Ensure quality of customer experience**: - Analyze Metrics performance for key accounts and build the case for Business process Improvement; - Collates and evaluates Shop's feedback and raise to relevant department for the improvement of overall shop satisfaction and Ninja Van’s service offering; - Monitor shop satisfaction and service quality throughout shop journey; - Maintain open communication with all stakeholders, internal and external, across different geographies, throughout the on-boarding, shipping and delivery cycle; - Initiate project to boost key shippers retention and/or volume growth - ** Team management & Capacity development**: - Maintain capacity monitoring for CSM agents; - Lead, Manage, and Coach CSM agents to achieve KPI; - Mentor, monitor and appraise on their ability to handle shipper issues and requests; - Conducts team meetings, one on one review sessions and individual observation sessions on a monthly basis; - Constantly keep abreast of latest customer service and business trends and share the knowledge with Team **Requirements**: - Min. 5 years of experience in Key Account Management, Business Development..... - Excellent verbal and written communication skills - Efficiency and organizational skills - Strong presentation skills - Computer literacy in order to type up reports, results and details of customer interaction - Bachelor’s degree in business or related field - Hands-on experience with managing clients and teams - Proven success in a corporate setting, working with all levels of management - Strong written, verbal, and presentation skill **Working address**: Office HCM - 307/21 Nguyễn Văn Trỗi, phường 1, Tân Bình, HCM **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 Scope of work is large, the company has more than 6000 employees, the company has operations spreading to 63 provinces/cities throughout the country.
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