Customer Service Team Leader
Ninja Van
Ho Chi Minh City, Vietnam
6 ngày trước

Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia.

Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts.

Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers.

But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

RESPONSIBILITIES :

  • 1. Lead and supervise day-to-day operations in all customer service activities to ensure customers are satisfied with a clear explanation and given solution in a timely manner.
  • 2. Provides daily direction and communication to employees.
  • 3. Ensure quality, customer satisfaction, productivity and service level targets are achieved.
  • 4. Utilize workforce management, agent scheduling and monitor real time adherence to schedule.
  • 5. Planning daily / weekly workload to support business priorities.
  • 6. Coach and review staff performance and provide feedback and further training for staff that requires additional support;
  • Ensure employees have appropriate training and other resources to perform their jobs.

  • 7. Identify trends and escalate issues to manager in a timely manner, to enhance the customer experience, minimize corporate risk, and share best practices.
  • 8. Maintain accurate records and document all customer service activities and discussions.
  • 9. According to the nature of work and business situation, ready to receive new assignments and tasks from direct report directly
  • Requirement

  • Degree in Business Administration or related field
  • Basic experience with Call Management Systems;
  • Workforce Management Systems,
  • Quality Monitoring Systems;
  • Negotiation and interpersonal skills;
  • Supervisory skills;
  • Communication skills; Analytical, Presentation skills;
  • Result oriented
  • Positive attitude, friendly, always willing to learn, listen, keep the commitment, respect and cooperation, innovation and creativity
  • 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 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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