Call Center Manager

2 weeks ago

Sydney, Australia Uncommon People Full time

**For our client, a premium car manufacturer from China, we are searching for a Call Center Manager / CRM Manager in Bangkok, Thailand.**

This role involves overseeing the call center operations, ensuring that customer inquiries, complaints, and service requests related to vehicles are handled efficiently and effectively. This role requires a blend of automotive industry knowledge, customer service excellence, operational management, and team leadership.

**Responsibilities**:

- Lead and manage a team of call center representatives handling customer inquiries on automotive products and services.
- Recruit, train, and mentor staff, emphasizing product knowledge, customer service, and communication skills.
- Maintain expertise in the brand’s automotive offerings, including products, warranties, and financing options.
- Ensure team awareness of industry trends and product launches.
- Oversee customer inquiries, complaints, and feedback to maintain high satisfaction levels.
- Develop strategies to enhance customer service and experience.
- Analyze call center performance metrics to identify process improvements.
- Manage budgets and allocate resources effectively.
- Ensure compliance with legal requirements and implement quality assurance measures.
- Collaborate with sales, service, and marketing departments to provide a unified customer experience.
- Communicate regularly on call center performance and customer feedback.
- Utilize CRM systems for managing interactions and implementing retention strategies.

**Qualifications**:

- Bachelor’s degree in Business Administration, Communications, Automotive Management, or related field.
- Proven experience in call center management, preferably in the automotive or related industry.
- Strong understanding of automotive products, services, and industry trends.
- Demonstrated leadership skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills.
- Proficiency in data analysis and call center technology.
- Exceptional problem-solving abilities and strategic thinking.

**Personal Attributes**:

- Professionalism, ethics, and resilience.
- Passion for the automotive industry and customer service excellence.

**Salary**: Negotiable

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