[HN] - CRM Team Leader (Customer Service & Customer Experience)

- Lead, motivate and develop customer service team. Provide coaching and support to customer service staff to further develop their competence and up- lift their technical knowledge.
- Design WOW customer experience standard; conduct training to sales team and other key stakeholders.
- Own the end- to- end customer service experience, collaboration with other departments (e.g., sales) and other Operations teams where necessary.
- Develop and implement a strategy for customer service with the overall objective of improving customer satisfaction, operational efficiency and quality of service, encompassing investment / improvements in people, processes and technology.

* Competencies
- Leadership: Coaches and motivates staff and invoices them in the performance of the activities.
- Cooperative attitude: Promote team spirit and solidarity and actively seek cooperation, both inside and extending beyond the team itself.
- Strategic thinking: Charts course within own professional area and provide ideas for the direction and development of the organization.
- Change orientation: Encourages the necessary changes in own or adjoining professional areas and helps with their implementation.
- Planning and organization: Plans, coordinates and direct various kinds of activities, both for himself/herself and for others. Works out systems or procedures that make it easier to achieve the goals.
- Result orientation: Make use of every opportunity to surpass the anticipated results and encourage others accordingly.
- Learning capabilities: Seeks and creates learning possibilities for himself/herself to develop and to learn from and with others. Helps and motivates others to learn.
- Customer orientation: Anticipates customers’ wishes, goes the extra miles and is regarded as a constructive business partner.
* Qualifications
- University degree (Bachelor/Master) in economics, marketing, finance or equivalent
- 3 years of proven working experience in customer service, customer experience
- Proficient in Microsoft Office 365
- Fluent in writing and speaking English (TOEIC 700, IELTS 6.5 or above)
- Contact center and CRM technology: Extensively experience with deploying and managing / maintaining various front- end applications (e.g., Avaya, Cisco, Salesforce, etc.) and CRM platforms (Oracle, Microsoft, SAP, Salesforce, etc.)

Cập nhật gần nhất lúc: 2024-04-17 07:50:20