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.
Support CE Head to monitor & evaluate performance of CE Team (ex: productivity, cost efficiency, CSAT, DSAT…)
Support CE Head to do planning for CE Team such as: headcount planning, workflow standardization, budgeting…
Coordinate with Regional & Local stakeholders to brainstorm, discuss, deploy CE-related projects.
Key Accountabilities
Lead and supervise day-to-day operations in all activities of CE Ops Excellence and TQA teams, to ensure internal NJV customers (CE and other cross-department, if any) are satisfied with a clear explanation and given solution; respond to customer service issues in a timely manner.Ensure a strong focus on Customer Service Competencies development and quality in order to delight customers, enabled by effective coaching and performance feedback structures.Ensure effective implementation of agreed internal programmes and measurements that are indicators of likely customer satisfaction, including Quality Evaluation tools and post call customer surveys (CSAT-DSAT deep dive).Propose process improvement, based on the outcome of CSAT-DSAT deep dive, and the result of Customer Experience QA.Create, implement, and develop effective customer service procedures, policies, and standards.Combine SOPs of Customer Service team, and that of Customer Experience Recovery team into unique SOP(s) of VN Customer Experience teamBuid up & propose necessary Working Instruction(s) for Customer Experience Team.Join and provide inputs to company’s SOP Committee, to improve current SOPs & working flows.Regularly perform the maintenance of SOP and WI, to ensure they reflect the high moving speed of company’s business.Co-ordinate with company’s cross-departments in project understanding & build-upPrepare and submit to Head of Customer Experience the cost calculation (for Customer Experience team only) relating to the project, and implementation plan in the most economical way.Prepare personnel and necessity to implement project plan in the most economical way.Supervise the project progress, together with cross-department.Provide project evaluation (if any).Manage the reporting quality of local phone operator vendor, CaresoftMaintain IVR greeting, and manage/adjust the phone routing flows.Perform Customer Experience system access (Zendesk, Caresoft, etc.)Perform the Admin role of Zendesk system in VN.Ensure that professional call, email, chat message and case standards are maintained through consistent coaching, and regular calibration benchmarking sessionsEvaluate call standards through live and remote monitoring and auditing and provide constructive feedback to managers and team leadersProactively identify individual and group training needs and skills gaps where relevant and work closely with the Training function to deliver remedial solutionsIdentify and deliver individual and group coaching sessions to any Customer Experience employee as requiredSupport CE Manager, Team leaders with On-Job training as requiredEffective and efficient setup, management of internal programmes and measurements that are indicators of likely customer satisfaction, as per COPC standard requirements.Proactively input to improve the scorecard of Customer Experience employees.Manage the headcount budget enables excellent accessibility for customers, whilst effectively managing costCommunicate and monitor clear individual performance objectives and service standards.Ensure coaching and feedback is focused on the key accountabilities of customer satisfaction and business results.Conduct annual performance appraisals.Encourage employees to take ownership of customer satisfaction.Analyze daily/weekly/monthly/quarterly performance data and reports against standards of quality and productivity.Support the Customer Experience leadership development and succession planning programmes by actively identifying the high potentials.At any time and any where set the example and perform the activities whilst displaying the behaviours that are designed to deliver a distinctive Customer Experience.Encourage, motivate and monitor employee adherence to these activities and behaviours.Key Requirements
Excellent in English (both verbal & written)University & aboveSkills:
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 complex budgets.An ability to prioritize workloads and juggle competing demands.Faultless planning skills including deep understanding of the planning consent process.Problem solving & project managementExperience:
From 5 years of proven planning experience in MNC companies.Extensive experience of the planning process from preparation and submission to consent and appeal.Proven experience and knowledge in effective training, coaching and people management practices, including leadership development.Evidence of previous report writing and making recommendations on major planning applications.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.Core Competencies
CommunicationsStrategy developmentCritical thinkingBusiness acumenBenefits
Working address: Ninja Van Vietnam Office, 307/21 Nguyễn Văn Trỗi, Phường 1, Tân Bình
Salary and benefits:
Competitive income compared to the marketPhone allowance"Tet" bonus , Performance review from 1 - 4 monthsPaid social insurance based on full salary15 days annual leave, 5 days sick leave (with full salary)High-class AON Health Insurance for manager level.Year End Party, annual Townhall CeremonyAnnual company trip Attractive team-building activities, regular internal activitiesProvide laptop for employees
Training and developing:
Participate in internal training courses: online/offlineOpportunities to promote to higher positions: Senior, Team Leader, Manager, etc.
Work environment & colleagues:
Senior leaders are open-minded, respectful, and ready to facilitate personal growthYoung and dynamic working environmentThe 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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