呼叫中心客服主管 安世聯合商務服務(北京)有限公司 安世聯合商務服務(北京)有限公司,安世聯合,安援救援管理服務(北京)有限公司,安聯全球救援,安世
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;
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;
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