1. Handle customer complaints and issues to ensure timely resolution.
- Carry out project-based service delivery and operation maintenance according to business requirements.
- Monitor service performance indicators and propose improvement plans.
Maintain and manage customer relationships, and create service value
- Develop customer plans and objectives, and build strong relationships with key accounts.
- Regularly conduct customer visits to Collect customer needs and issues, coordinate resources to fulfill them, and improve customer satisfaction.
- Promote service marketing products and ensure the achievement of business targets.
- Data Analysis and reporting: Continuous Improvement
- Establish and improve customer profiles, analyze customer data, and identify opportunities and risks.
- Regularly report on customer service status and improvement plans to upper-level departments.
Conduct competitor or market research as required to ensure service competitiveness.
Coordinate cross-functional collaboration
- Establish a communication mechanism with the sales team, share business information, and jointly promote business development.
- Establish working mechanisms within the service team to ensure timely closure of customer issues and needs.
- Build cooperative relationships with channels and mobilize channel resources in a timely manner to complete service activities.
Channels Management
- Technical and administrative support to region’s channels, based on projects or key accounts.
- Ensure high-quality standards and processes for channel´s service departments.
Competency Requirements:
1. Product knowledge:
Relevant professional background; able to master related product knowledge and service skills after training.
- Business insight:
Understand market dynamics and customer workflows; able to establish connections with customers.
- Service marketing:
Familiar with service marketing methods and able to promote effectively to support customer purchasing.
- Communication and coordination:
Able to communicate effectively with internal and external teams and coordinate necessary resources to complete work.
- Accountability:
Self-oriented to results and targets. Takes ownership proactively.
- Adaptability and Continuous Learning:
Ability to quickly adapt to new technologies, products, processes, and business requirements while maintaining high service quality