Customer Success Planning

12 hours ago

Thành phố Hồ Chí Minh, Vietnam Ninja Van Full time

**Key Accountabilities**:

- **Performance monitoring & system management**:

- Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.
- Manage the service quality & report quality 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**:

- Create, implement, and develop effective customer service procedures, policies, and standards.
- Customize the services and automate process to optimize and improve work efficiencyB2B SOPs representative: represent B2B Head in country SOP Committee & to work with B2B Managers to build/revise/update B2B SOPs & work instruction.
- 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**:

- 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**:

- Assist the B2B deputy head in daily team management & reporting.
- Other ad-hoc assigned by B2B deputy head

**Key Requirements**:

- **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 services performance.
- 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 CS managing experience in MNC companies.
- Extensive experience of the planning process from preparation and submission to consent and appeal.
- 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.

**Benefits**:

- ** Salary and benefits**:

- Competitive income compared to the market
- 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 Manager, etc.
- ** Work environment & colleagues**:

- 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 though out the country.

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