Enhancing the Working Capacity of Sales Department Staff at the Hanoi Branch of Vietnam Express Mail Service Corporation

Rapid e-commerce growth has intensified competition in the express mail industry, making the working capacity of Sales Department staff decisive for the competitive position of the Hanoi branch of Vietnam Express Mail Service Corporation. Using desk research - synthesizing, analyzing, evaluating, and comparing secondary data within a Knowledge-Skill-Attitude (KSA) competency framework - this study systematizes the underlying theory, assesses the current situation, and proposes solutions. The findings show that frontline staffing remains thin, new employees' professional knowledge is uneven, complex complaint-handling skills are limited, and mounting workload poses a risk to service attitude. The study proposes solutions in training, recruitment, compensation, technology, and the development of a standardized competency framework, contributing to the theoretical literature and providing a practical basis for branch human resource management.