In-line with BYTON Go-to-Market NA strategy and execution plan, responsible for Customer engagement platform conducting.
Be responsible for management of call center operation, online enquiry handing from channels including official website 'contact us' channel, online customer community, BYTON app, and social media channels.
Customer interaction function enrichment. As online channel frontier, be responsible for setting up a one stop solution interaction stream. Enable CEC to handle executive level online communication as sales consultant, aftersales consultant, product expertise.
Online to offline enabler. Ensure seamless customer journey experience through BYTON's sales and user channels. Design and manage process that promotes visibility throughout entire user journey.
Responsible for analyzing customer contact patterns and develop staffing plans through the using of Workforce Management; monitor customer call volumes, delay times, abandonment rates and talk times; utilize statistics for development and implementation of improvement plans.
Define and improve CEC service standard and operation KPI. Steering on strategic direction and work with different customer engagement platform on day-to-day operations to ensure quality and overall customer satisfaction.
Regularly check and evaluate Service Level Agreement of CEC vendor to monitor and guarantee performance.
Monitor and report all incident (inquiries, complaints) handling by CEC.
Roll out progressive on-site training for vendors to inform overall CEC and social customer interaction strategy, as well as vendor measurement metrics, and standardized processes and develop KPIs for CEC staff and processes.
Official Email replying conduct. Develop standardized reply measures for various kind of enquiries and monitor execution condition regarding reply timeliness, quality, tonality and follow-up actions' property.
Social platform customer interaction steering. Develop and steer standardized interaction measures for social platform operations pursuing a seamless and high-quality customer online interaction experience.
Online customer community sustaining. Be responsible for interaction and activeness continuously improvement. Collect feedback and valuable findings form community for application.
Ensure that all CEC tactics and social activities communicate the brands' coveted positioning in the marketplace.
Liaison with Legal, vendors and outside counsel to ensure compliance with company guidelines, and national, state and local laws.
Ensuring that Inbound Operations are aligned with proper case escalations.
Develop and deploy operation processes for CEC functions regarding sales support, aftersales consulting and product know-how. Take lead in internal communications for process alignment.
Deploy sustaining knowledge transfer and skill training for CEC functions regarding sales, aftersales, brand and product know-how.
10+ years of experience managing programs and leading teams in a contact center environment.
5+ years of CRM experience
3+ years of management experience at premium car brands, experience in working with customers and vendors will be beneficial
Sales & Marketing experience will be plus
Ability to manage and encourage team members
Ability to work closely with and manage relations with (multiple) agencies
Strong communication and presentation skills, adept at presenting information in a variety of formats to all levels of the organization
Good facilitation and organization skills to manage training & workshops
Candidate must be well-versed in all North America social media platforms
Understanding of digital customer journey in Automotive industry and digital technologies, e.g. website architecture, content management system, site analytics, tagging and tracking, etc
Bachelor degree or above