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Strategic Customer Relationship management
2 weeks ago
Position Title: B2C Customer service consultant (8 weeks contract)
My client is a leading Automotive distributor, seeking to revamp their customer and contact center operations. They are looking to transform their current Customer Service function, which currently serves as a contact center and issue resolution hub, into a value-centric business development. The new center will fostering customer engagement and drive customer value, while delivering continuous innovation.
Initial diagnostic and strategy development phase for 8 weeks.
Job description:
- Evaluating current contact center operations, focused on sales processes and post-sales services, and proposing a future model across the Value Chain encompassing People, Process, and Technology for CRM and Contact Center.
- Formulating a high-level draft for the future technology/vendor, operational costs, process enhancements, and required personnel capabilities. This includes establishing a framework for Governance and performance management, incorporating relevant Metrics and Dashboard mechanisms.
- Exploring CRM optimization possibilities (currently leveraging SFDC, Excel and manual dialing).
- Assessing the potential for automated campaign management, lead management, and inbound services traffic automation.
- Collaborating with country business leaders, conducting site visits to operations in the key countries, identifying operational gaps, and providing insights to streamline processes. Key countries include Philippines, Brunei, Thailand, Guam, and Saipan.
Location:
Singapore or Philippines or Thailand
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