Customer Experience Manager

Customer Experience Manager

Ninja Logistics sdn bhd
4-7 years
Not Specified

Job Description

    • Lead and supervise day-to-day operations in all customer service activities to ensure customers are satisfied with a clear explanation and given solution respond to customer service issues in a timely manner.
    • Create, implement, and develop effective customer service procedures, policies, and standards.
    • Create and implement an effective customer loyalty program
    • Maintain accurate records and document all customer service activities and discussions.
    • Ensure team members are properly trained and provided with the product knowledge and skills, understanding process, communications negotiation, problem-solving skills.
    • Develop IKOs/KPIs with team members and monitor individual performance to achieve Department gold & KPIs conduct a performance review and coaching monthly and yearly.
    • Manage the approved budget of the team, provide needed inputs and proposals on resources to Head for budget view.
    • According to the nature of work and business situation, ready to receive new assignments and tasks from Head/ direct report directly

    • Bachelor and above
    • 4 years of operations management experience in a customer service/contact center environment Proven experience in relationship management, project management, and people management Experience interactive problem-solving
    • Customer systems, PBX, CRM, Workforce Management Systems, Quality Monitoring Systems, etc. Negotiation and interpersonal skills
    • Leadership skills Analytical, organizational and motivational skills

Working address: Ninja Van Vietnam Office, Tan Binh district, Ho Chi Minh city.
Working hours: 10am - 6pm

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 5000 employees, the company has operations spreading to 63 provinces/cities throughout the country.

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Job Details

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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.

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