Job Objective :
• Exceptional communicator who is detail-oriented and possess a deep understanding of customers, agents, and outstanding customer service.
• Monitor and oversee the proper functioning of TFSVN Contact Center. CRM Manager may brainstorm new processes to boost the Contact Center 's efficiency and productivity levels.
• Lead their team toward achieving their goals
• Successfully manage
customer relations by being a liaison between the company and the customer. The manager monitors customer satisfaction and devises ways for the company to better serve customers.
• CRM Manager works in Contact Center (CC), making sure CC staffs resolve issues and improve customer satisfaction.
Job Description
• Support to deploy and apply the CRM system into suitable company workings.
• Communicate strategic objectives while ensuring compliance.
• Budget and track expenses and resources (people, technology, etc.).
• Guide agents through difficult issues, angry customers, and complaints.
• Working with other departments (Operation, Collection, Sale, F&A...) to support CRM staffs and maximize customer satisfaction.
• Inspire employee morale and decrease employee turnover. Motivate employees to improve performance and increase productivity.
• Promote TFSVN Financial Services as the top choice at Toyota dealers through outstanding customer service provided by the CRM team.
• Implement and lead team meetings. Set agent expectations regarding processes and practices.
• Prepare performance and KPI reports for upper management.
• Take on other tasks and projects related to employee support, customer experience, and Contact Center operations.
• Other duties/tasks assigned by Head of Dept.
• Collect and analyse Contact Center statistics, identify Contact Center trends, and conduct
quality assurance (QA).
• Provide appropriate tools, technology, and resources to produce quality work.
• Ensure all legal documentation is kept safely.
• Hire, train, and coach Contact Center agents/representatives in their day-to-day jobs as they provide customer support.
• Develop Contact Center objectives and goals based on overall organization goals.
• Handle customer inquiries, complaint and follow up customer inquiries where necessary.
• Monitor agent processes and the effectiveness of day-to-day activities.
BENEFITS
• Performance bonus, 13th - month salary.
• Salary of probation: full 100%.
• Salary review based on work performance and company's performance.
• 15 annual leave days + birthday leave (gifts)
•
Attractive Salary + Allowance.
• Social insurance, health insurance, unemployment insurance and healthcare insurance; Gym package; Health-checkup.
• Company trip; Teambuilding; Year-End Party; Happy Friday.
• Nice & modern working space with young, dynamic & friendly colleagues and free coffee, tea, drinks;
• Working hours: 8:00 - 17:00 from Monday - Friday.
- Effective written and oral communicator.
- Strong ability to budget and perform financial analysis.
- Excellent multitasking, time management, and leadership skills.
- Proficient with MS Office and Call Centre software programs.
- Strong problem-solving ability and analytical skill.
- Willing to be multi-skilled
- Strong knowledge of performance evaluation techniques and customer service metrics.
- Management experience is required.
- Experience in Call Center, Customer Service
- Driven and result oriented.
