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Job Description
- Manage the CIC department “Booking, Database, BDC & CRM” with full alignment with BAG strategy.
- Ensure that database cleansing and updating customers’ profiles processes are documented efficiently on system.
- Ensure that all the booking/parts calls are handled professionally and all customers’ maintenance appointments are accurately booked to ensure that business objectives are met.
- Assist BDC staff with handling sales call and distributing leads, CRM generated tasks, etc.
- Develop and execute outbound internet digital and phone campaigns.
- Work closely with the call center team to ensure that all customer issues and concerns are resolved promptly.
- Monitor and steer customer data on Auto-Line system and verify it against Sales Funnel Management reports to maintain company data accuracy.
- Perform accurate ongoing reporting of results to show case success & highlight challenges in each function.
- Coaching and developing subordinates.
- Effectively utilizing the technology tools (Call Recording) to improve team performance.
- Participating in the quality assurance evaluations of employee’s phone etiquette calls and e-mail responses when interacting with customers.
- Delegate new tasks to the team to increase the ownership responsibility.
- Collaborating and communicating with other department/service centers “After Sales, Parts, Marketing and Sales” to meet service level agreement and Key Performance Indicator.
- Maintain a high energy atmosphere in the department.
- Prepare reports weekly/monthly/quarterly and send them to the Senior Management on department performance based on the established industry KPIs.
Job Requirements
- Bachelor degree
- 10-12 years of experience in a similar position
- Excellent command of English
- Very good knowledge of Microsoft Office applications
- Decision making skills
- Leadership & Management skills
- Coaching skills
- Strategic planning & Analyzing skills
- Communication skills
- Presentation skills
- Leadership skills