Customer Service & Data Manager
The Customer Service and Data Manager would be responsible to assist marketing team to maintain high level of customer satisfaction by resolving customer related issues; and enhance member loyalty by establishing rapport with the members.
Permanent, full time contract
Shanghai
WHAT WE WILL TRUST YOU WITH
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- Customer Services
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- To handle & follow up daily customer enquires from instore & online flash sale in a timely and professional manner, including product & pricing, order status, billing checking, delivery, complaint, or any post-sales issues through email, phone, instant messaging, social media and on-site support
- Always take ownership of each customer journey, resolving queries and complaints appropriately through accurate and personalized solutions
- Develop professional customer service guidance and offer support to regional markets
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- Loyalty Program Support
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- To provide upscale concierge services related to membership mobile application and OnTheList Premium loyalty programs, through member acquisition, tier rewards, member benefits, and all all aspects of the loyalty program
- To promote & execute OnTheList Premium campaign in order to achieve the aggressive growth of member usage
- To initiate and actively listen to Premium members’ enquiries
- Liaise with internal departments, connecting across the business to fulfill customer need
- Handle administrative work e.g. point adjustment, voucher redemption, etc.
- To support ad-hoc projects as assigned
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- Report & Analysis
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- Prepare regular reports to analyze/evaluate members’ feedback and provide guidance to frontline team on enhancing customer experience
- Perform market intelligence of understand members’ needs, service gap, competitors’ movements, etc.
- To identify customer needs, campaign opportunity and setting objectives
- Propose and accountable to provide strategy to the team in leading the execution of brand marketing events to maintain customer loyalty
- To analyse and report on events effectiveness in terms of traffic, conversion and revenue
- Familiar with digital landscape, conduct and analyze market research and competitor data for innovative digital CRM strategies
- Digital CRM management deploy to Wechat and Weboi application
WHAT IT TAKES
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- Degree holder in hospitality or a related field, such as business administration, marketing, etc
- Minimum 3 years’ experience in customer services or hospitality, online retail management experience
- Strong background of customer service experience in related field is essential
- Customer-oriented mindset with good telephone and written communication manner
- Highly-proficient in spoken and written English and Chinese
- Excellent interpersonal, communication, coordination and problem-solving skills
- Candidates with strong customer loyalty related experience are preferred
- Well-organized, detail-minded, self-motivated, high responsibility
- Excellent MS Excel, Word and PowerPoint skills essential