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1. Customer Advocacy Manager/Customer Relationship Job in Bucharest - Romania

Customer Service/Help Desk, Retail

Position: Customer Advocacy Manager (Customer Relationship) - Our client is a leading company for Consumer Electronics with 25 000...
Skills Needed: Core Tasks:

Customer Experience (CX):
• Responsible for the Customer Experience Journey in terms of After Sales services (continuous assessment & improvements), including on mobile media.
• Continually review and enhance the customer journey and communication tools.
• Set-up and grow omni-channels communication with consumers.
• Feedback Consumer Frustrations & expectations
• Work across teams to continually assess and eliminate unnecessary processes and implement new ways to enhance the CX
• Personalization of the experience.
• Assess customer satisfaction through direct observation, surveys and discussions with Customer Services team and other colleagues
• Increase Service NPS

Assistance Pages on Commercial Websites:
• Build the Assistance pages of the Commercial Website to create a self-service platform for consumers and a mine of information.
• Build a dynamic and efficiency Troubleshooting & FAQ areas for consumers.
• Define and participate with other Department on the Loyalty and private consumer area.
• Set-up and grow online Product Registration, linked with CRM systems.
• Set-up and grow consumer repair requests & tracking

Call Center Operations:
• Follow Call Center Operations through Metrics
• Daily Anomalies Reviews
• Weekly Business Reviews (W)
• Monthly Reporting
• Responsible for the Call Center overall Performance (KPIs)
• Define the right number KPIs and the targets
• Challenge Call Center to achieve the KPIs
• Coach and Drive to results.
• Work with Call Center to organize customer calls handling, requests and inquiries to achieve customer satisfaction and increase customer loyalty
• Work with Call Center to continuously enhance Call Center agents quality & capabilities. Supporting the professional development of Call Center agents to  enhance their performance by ensuring appropriate training is available and any other necessary means
• Provide call forecast to Call Center to enable Capacity planning to secure adequate size & resources to support each channels and sales evolution.
• Champion the First Call Resolution program
• Increase Call Center NPS
• Perform data analysis and identify points of improvements
• Publish reporting

Social Media:
• Cooperate with Global & Local Marketing teams on Social Media listening & interaction.
The previous Retail Marketing jobs posted here for Romania are no longer available. New jobs should be posted here soon. Search Here to find other Customer Service/Help Desk, Retail jobs that match your skills.
Newest Retail Marketing Postings on this site:
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