Title: KA PMLS Monterrey
Job Responsibilities:
✓ Manage customer service delivery
1. Handle customer complaints and issues to ensure timely resolution.
2. Carry out project-based service delivery and operation maintenance according to business requirements.
3. Monitor service performance indicators and propose improvement plans.
✓ Maintain and manage customer relationships, and create service value
1. Develop customer plans and objectives, and build strong relationships with key accounts.
2. Collect customer needs and issues, coordinate resources to fulfill them, and improve customer satisfaction.
3. Promote service marketing products and ensure the achievement of business targets.
✓ Coordinate cross-functional collaboration
1. Establish a communication mechanism with the sales team, share business information, and jointly promote business development.
2. Establish working mechanisms within the service team to ensure timely closure of customer issues and needs.
3. Build cooperative relationships with channels and mobilize channel resources in a timely manner to complete service activities.
✓ Data analysis and reporting
1. Establish and improve customer profiles, analyze customer data, and identify opportunities and risks.
2. Regularly report customer service status and improvement plans to upper-level departments.
3. Conduct competitor or market research as required to ensure service competitiveness.
Competency Requirements:
1. Product knowledge: Relevant professional background; able to master related product knowledge and service skills after training.
2. Business insight: Understand market dynamics and customer workflows; able to establish connections with customers.
3. Service marketing: Familiar with service marketing methods and able to promote effectively to support customer purchasing.
4. Communication and coordination: Able to communicate effectively with internal and external teams and coordinate necessary resources to complete work.