呼叫中心客服主管

职位类别： 呼叫中心人员

Role

Manage / Supervise CRM operation focused on pre-sales, after-sales enquiries and complaint management for automotive partners, understanding their business needs and supporting their marketing strategy.

Major Responsibilities:

1. Design, implement and improve operational workflows based on fully understanding of the business process to ensure the efficiency and effectiveness of the CRM team;

2. Lead the operation team to execute relevant tasks with optimal levels of quality and productivity;

3. Commit to client expected time-frames to complete campaigns and tasks, and optimize the use of the resources, allocating staff according to business priorities;

4. Assist with imports/exports of lead, contact, account and other data kept in CRM when necessary;

5. Pro-actively require, monitor development and implementation of CRM system improvements in order to match business needs;

6. Is able to prepare relevant technical reports to internal and external clients about the operation, pro-actively proposing new statistics that could be relevant;

7. Conduct analysis and interpretation of data and propose campaigns and actions to clients, being a relevant advisor for client’s marketing departments;

8. Analyze and resolve CRM program issues in a timely and accurate fashion as well as hold responsibility for monitoring data quality, proposing data-cleaning actions, and defining data-mining criteria;

9. Keep regular contact with clients giving feedbacks about on-going cases, defining new actions and campaigns, and addressing their main concerns.

10. Other task assigned by Manager.

Qualifications: (suggested)

1. At least 4 years prior work experience in CRM operations, automotive industry will be a plus;

2. Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into requirements for developing CRM workflows and systems;

3. Ability to interpret database information, extracting meaningful and relevant conclusions about our prospect profiles, in order to define marketing actions to be implemented;

4. Strong leadership skills, team management experience will be a plus;

5. Good oral and written communication in both Mandarin and English;

6. Self-motivated person who is able to work in pressure and meet deadlines;

• 年龄要求： 不限
• 语言要求：不限