锦鲤求职岗位描述
Service & Sales contribution,
· Lead in-house/external CS agents to achieve the set daily/monthly sales target.
· Cooperate with brand training team & EC merchandising to deliver relevant training and sufficient coaching to ensure
set SLA can be achieved.
· On-site monitoring and coaching of service quality and selling skills.
· Work with e-marketing on VIC client experience. pre-order event.
· Manage private domain operation, enhance loyalty of existing customers and drive conversion of potential prospects.
· Leverage internal resources and incentive schemes to boost overall sales performance.
Daily Operation
· Manage customer service center daily operation. Ensure order delivery on time and in full.
· Monitor and ensure CS team working under brand set SOP, in charge of work flow improvement and callout any efficiency/quality impacted for CS daily work.
· Cooperate with CS vendor for people management, e.g. recruitment, and team development.
· Report preparation and data analysis.
Escalation and complaint handling,
· All of escalation handling from CS department.
· Identify and resolve escalation complaint with a service recovery purpose which were raised from CS vendor via cooperation with brand cross function.