Deskripsi pekerjaan CRM Supervisor PT. X-Motors International Group
Job description
About the role :
This full-time Customer Relation Management (CRM) Supervisor role is an exciting opportunity to join the Marketing & Communications team at PT.X-motors Internasional Group', based in the vibrant Kelapa Gading area of Jakarta. As the CRM Supervisor, you will play a crucial part in driving the company's customer engagement and loyalty strategies, ensuring an exceptional experience for our valued customers.
What you'll be doing :
- Oversee the day-to-day operations of the CRM team, ensuring effective and efficient customer service delivery
- Develop and implement CRM strategies and initiatives to enhance customer satisfaction, retention, and advocacy
- Analyse customer data and feedback to identify trends, insights, and opportunities for improvement
- Collaborate with cross-functional teams to create targeted marketing campaigns and customer communications
- Provide coaching, training, and mentorship to the CRM team to continuously improve their skills and performance
- Acting as Lead Telemarketing by directly executing outbound & inbound calls/chats to high-priority leads.
- Supervising the Telemarketing team to ensure daily call/chat volume targets are met.
- Monitoring the Customer Service team solely for SLA compliance (< 3 mins).
- Handling Telemarketing escalated customer objections and ensuring service appointment recovery.
- Conducting daily briefings and coaching for all CROs.
What we're looking for :
- Minimum 2 years of experience in a customer service or CRM supervisory role, preferably within the Direct Marketing & CRM industry focus, Handling Telemarketing
- Strong understanding of CRM principles, customer data management, and customer experience strategies
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members
- Analytical mindset with the ability to interpret data, identify insights, and make data-driven decisions
- Proven track record of leading and motivating a team, with the ability to provide effective coaching and mentorship
- Proficient in using CRM software and other customer data management tools
- Bachelor's degree in Marketing, Business, or a related field
- Fluency in spoken and written English is mandatory for daily communication purposes.
