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Call Center Operation Manager

  • Location
    • Shanghai, Shanghai
  • Schedule Full time
  • Posted

Description

Responsibility

The position is responsible for defining and designing the experience points and processes for each customer contact channel, effectively manage third-party service quality, and support a services platform with The Durant Guild characteristics.

  • Regarding to the D2C business model, this position will be responsible for the design and manage all the Frontier touch points with customers, from new car sale enquire and aftersales service from multiple channels.  
  • As the window of company and voice from customer, this position will take lead to align and coordinate internal and external stakeholders to ensure the smooth communication, effective issue solved and report out the risk.
  • Set up a contact center which will includes multiple channels, cross function involved and agency according to GMPI customer journey.
  • Manage the daily operations of contact center integration, and respond to and resolve exceptional service issues
  • Improve the service quality of the contact center to ensure the service quality of the customer service team
  • Analyze and mine customer inquiry data to provide valuable improvement suggestions for business departments while enhancing customer experience
  • Develop contact SOP and requirements for the digital to ensure the high efficiency on the operation.

Knowledge:

Broad Knowledge of customer care, call center, aftersales business in sectors. Knowledge of customer-related regulation like three guarantees etc.

Skills:

  • Familiar with call center team management
  • Data sensitive, strong logic skills, strong ability to promote and execute projects
  • Good at communication, excellent team cooperation skills
  • Build a service platform and design customer care would be a plus

Experience/Education:

  • Bachelor’s degree or above
  • 7+ years’ relevant automotive after-sales work experience, and has experience in high-end brand aftersales service is a plus

Competencies:

  • Good in English listening, speaking, reading and writing
  • Have a strong affinity, interpersonal communication and coordination skills and a sense of teamwork
  • Familiar with most office software
  • Strong ability to motivate people in an international environment

Additional Description

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