呼叫中心客服主管岗位职责

本文格式为Word版，下载可任意编辑——呼叫中心客服主管岗位职责呼叫中心客服主管安世联合商务服务(北京)有限公司安世联合商务服务(北京)有限公司,安世联合,安援救援管理服务(北京)有限公司,安联全球救援,安世

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