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Pre-Sales Customer Service Manager

Summary

Team
Customer Service
Location
Shanghai - China

About the role

Fully in charge of online pre-sell customer service responsibilities, continually improve CS performance both in service level and CS sell out results:

  1. Annual CS plan, including manpower demand plan, contract management and optimization, CS budget plan and management, and deliver CS target.  

  2. According to the online customer target, break down the work tasks, and track and review the work process and results.

  3. Promote the improvement and optimization of the pre-sales model from the perspective of customer service, including but not limited to customer visits and routine communication, key support from major customers.

  4. Organize regular customer service review meeting, and reporting the analysis results of various indicators of customer service

  5. Writing, modification and optimization of related process documents of the customer service, and supervise and guide the agency execution within the system and norms, and regularly conduct daily inspections.

  6. Handle the consultation and transfer feedback from other relevant departments, etc.

About you

  1. College degree or above, undergraduate degree is preferred, no major limitation.

  2. Proficiency in operating OFFICE software, standard in Mandarin; good oral and written English communication skills

  3. More than 6 years of customer service center work experience, including more than 3 years of customer service management experience, 1 year of brand experience is preferred, familiar with customer service business processes and operation methods;

  4. Rich experience in CS management, good crisis management experience, excellent service awareness, and be familiar with the customer complaint process;

  5. Strong sense of work responsibility, good organizational concepts, excellent coordination ability, and good personnel management capabilities

  6. Strong result-oriented awareness and data analysis ability

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.