Call Center Manager - Sydney, Australia - Uncommon People

Uncommon People
Uncommon People
Verified Company
Sydney, Australia

3 weeks ago

Olivia Brown

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Olivia Brown

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Description

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 problemsolving 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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