Role accountabilities

1.Manage a smooth call center operation, which contains:

a.Optimize process, incl. review and standardize process, refresh FAQ, KPI supervision etc.;

b.Recruit, train, develop, supervise and performance evaluation of call center representatives on daily in-bound/out-bound call handling as well as (product/activity) knowledge training;

c.Develop and implement enhancement and support of call center system, technologies and strategies;

2.Total Complaints management, acting as:

a.The single contact window for customer/consumer complaints; provide necessary guide to call center representative or sales team for a satisfied complaints closing;

b.Evaluate complaints severity, take initiative for internal different functions co-work(RA/Legal/Com/GR/SC would be top contacts), and be responsible for Brands level IRT management and necessary escalation;

c.Pro-actively trace for consumer/customer’s feedback about our products & services and share insight with cross function team.

3.Take charge of IFM category training, conduct training to DT trainer/EC TP/400 call center to transfer the knowledge cross sales team/service team, effectively support distribution and sales in market.

4.Keep enriching Brands’ knowledge base and proactively take lead of ‘400 standard communication script’ for all news (new product, new activity, new idea, etc.) via closely work with Sales/MKT.

5.Develop IFM category service, from call center/KB set-up, KPI setting, process and CRM enabler.

6.Monthly base analysis and reporting, with overall service level improved gradually.

Qualification and experience

Education：Bachelor’s degree

Experience：

Certain knowledge of FMGC business
5+ yrs experiences on call center or complaints handling; IMF category experience should be a MUST
Good interpersonal and problem solving skills
Technical/Functional Expertise:

A solid understanding of call center solutions technologies including Inbound Automated Call Distribution and Outbound Predictive Dialing
Ability to give effective feedback and coaching
Ability to work independently or with general direction/expectations.