大连招聘

Job Title: Customer Advocate Manager-Nano Market

Department: Operations

Reporting to: Regional CAM Manager

Job Description

Understanding the Customer’s roadmap from a Software Enterprise perspective and how services and solutions can be optimized and improved from a service delivery perspective. The team will provide support to these customers with a goal of protecting support revenue. The team will need to identify the right channel to resolving product and service problems in a timely manner and will also perform predetermined service and process objectives and will promote additional services and solutions.

从企业级软件的视角去理解客户的路标，从客户服务的视角去理解如何优化和提高我们的服务和解决方案。整个团队将以确保支持收益为目的为客户提供服务。团队需要通过适时的方式去确定正确的渠道为客户解决产品和服务的问题，并且执行预先确定的服务，流程和目标，增强附加服务和解决方案。

Roles and Responsibilities

1.Act as a point of contact for Customer’s Support, and Sales enquiries

2.Meet Sales targets (Outbound calls, customer at risk business leads, Customers Satisfaction Index…)

3.Keep customer updated with timely and frequent information about progress towards resolving issue or product update to improve the overall Customer experience

4.Interact with cross functional teams (Support Renewals, Marketing, Support Delivery, Product Management, Educational and Professional Services) and educate client

5.Maintain and update Client Database

6.Reconcile and update customer information in SalesForce and internal systems

7.Adhere to CAM processes to cover base line functionality

-以销售咨询和客户支持作为切入点开展工作。

-满足销售目标（向外打出的电话量，洞察风险客户，客户满意度指标…）

-对客户及时地，经常地保持信息更新，比如关于针对问题解决的流程或者产品更新，从而总体上提高客户服务体验。

-与职能部门交叉互动（支持更新部门，市场部门，支持产品交付部门，产品管理，培训和专业服务部门），并给予客户培训指导。

-维护更新客户数据。

-使SalesForce和内部系统中客户信息保持一致并及时更新。

-遵照CAM 基本工作流程。

Education and Experience

1.Bilingual (English)-or required local language, as minimum requirement – Professional level

2.Proven ability to thrive and deliver results working autonomously

3.Has experience working in a Contact Centre, or other service, sales environment

4.Ability to multi-task and drive outstanding items to completion

5.Excellent listening, communications skills, both verbal and written

6.Strong focus on problem-solving and addressing issues proactively

7.Energetic self-starter, with a drive to excel

-具有流利的英语能力；

-具有独立自主的发现和解决问题的能力；

-具有客户沟通，或者其他客户服务，或者销售工作经验；

-能够同时开展多个工作任务并且确保完成任务；

-优秀的语言沟通能力；

-能够积极主动的开展工作。

Skills /Qualifications

1.2- year experience in a customer-relationships position or similar

2.IT background (Software preferred)

3.Significant evidence of experience/studies in Customer care, Quality or IT (Problem solving, analyzing information, multi-tasking)

4.Required Language degree or equivalent

5.MS Office, working knowledge of Salesforce a plus

-从事过2年左右的客户关系维护或者类似工作；

-本科以上学历，客户关系维护或者IT相关专业优先考虑；

-符合语言能力要求；

-具有IT背景优先录取；

-具有销售工作背景优先录取。

TEK Experts partners with leading IT & Telecommunications organizations to help them expand their operations, while maintaining high levels of both technical expertise and customer service.

TEK Experts provides nearshore solutions for outsourcing and staff augmentation of software services.

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