呼叫中心客服主管崗位職責(zé)

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Role

Manage/SuperviseCRMoperationfocusedonpre-sales,after-salesenquiriesandcomplaintmanagementforautomotivepartners,understandingtheirbusinessneedsandsupportingtheirmarketingstrategy.

MajorResponsibilities:

1.Design,implementandimproveoperationalworkflowsbasedonfullyunderstandingofthebusinessprocesstoensuretheefficiencyandeffectivenessoftheCRMteam;

2.Leadtheoperationteamtoexecuterelevanttaskswithoptimallevelsofqualityandproductivity;

3.Committoclientexpectedtime-framestocompletecampaignsandtasks,andoptimizetheuseoftheresources,allocatingstaffaccordingtobusinesspriorities;

4.Assistwithimports/exportsoflead,contact,accountandotherdatakeptinCRMwhennecessary;

5.Pro-activelyrequire,monitordevelopmentandimplementationofCRMsystemimprovementsinordertomatchbusinessneeds;

6.Isabletopreparerelevanttechnicalreportstointernalandexternalclientsabouttheoperation,pro-activelyproposingnewstatisticsthatcouldberelevant;

7.Conductanalysisandinterpretationofdataandproposecampaignsandactionstoclients,beingarelevantadvisorforclient’smarketingdepartments;

8.AnalyzeandresolveCRMprogramissuesinatimelyandaccuratefashionaswellasholdresponsibilityformonitoringdataquality,proposingdata-cleaningactions,anddefiningdata-miningcriteria;

9.Keepregularcontactwithclientsgivingfeedbacksabouton-goingcases,definingnewactionsandcampaigns,andaddressingtheirmainconcerns.

10.OthertaskassignedbyManager.

Qualifications:(suggested)

1.Atleast4yearspriorworkexperienceinCRMoperations,automotiveindustrywillbeaplus;

2.Stronganalyticalskillsrequired,includingathoroughunderstandingofhowtointerpretcustomerbusinessneedsandtranslatethemintorequirementsfordevelopingCRMworkflowsandsystems;

3.Abilitytointerpretdatabaseinformation,extractingmeaningfulandrelevantconclusionsaboutourprospectprofiles,inordertodefinemarketingactionstobeimplemented;

4.Strongleadershipskills,teammanagementexperiencewillbeaplus;

5.Goodoralandwrittencommunicat