Customer Relations Management

Mercku
Posted 1716 days ago ·
  • Work Location
    Chengdu
    Chinese Required
    No
    Experience Required
    Unspecified
  • Qualification
    Bachelor Degree
    Salary (Monthly CNY)
    Negotiable
    Contract Type
    Full Time
  • Job Functions
    Arts and Design, Community & Social Services, Information Technology, Management, Media & Communications, Product Management, Program & Product Management, Sales, Support
Key responsibilities:

  1. Engage with customers and make them happy

  2. Plan both online and offline plans for customer engagement such as gifts and online
    customer service responses

  3.  Execute customer service plans and responses


What you will do:

  1. Find creative ways to engage and optimize each customer’s experience and present
    these ideas to management

  2. Create exciting ways to regularly gather customer feedback of products and draw
    meaningful conclusions from the results

  3.  Create design and distribute exciting customer surveys and questionnaires

  4. Forge grow and maintain customer relationships

  5. Gather customer data and feedback through reports polls and reviews – analyze and
    present results in detailed descriptions to management

  6.  Regularly report customer experiences and feedback to management and relevant
    departments

  7.  Help customers understand and relate to Mercku’s brand image by being a true brand
    ambassador

  8.  Design disseminate and maintain engaging email correspondence with customers

  9. Create implement and manage customer rebate campaigns gifts promotions letters
    and other benefits

  10.  Organize exciting events that embody the brand image to engage strengthen and widen
    our customer base

  11.  Design and manage customer FAQs

  12.  Be familiar with and utilize the customer service flow chart manual and protocols

  13.  Give informative and consistent answers to customer’s questions across all social media
    platforms in emails during phone calls and through our online and offline stores


Position Requirements

  1.  Experience in customer service or related field

  2.  At least a Bachelor’s Degree; a Masters’ Degree is a bonus

  3.  Native English speaker with excellent communication skills

  4.  Experienced in preparing and presenting reports

  5.  Ability to work well under pressure to meet deadlines and exceed expectations

  6.  Be a true brand ambassador and able to relate this to customers

  7.  A positive and empathetic team player who is always willing to help

  8.  A quick learner who can thrive in a fast-paced and collaborative environment

  9.  Cross-culture appreciation and ability to work in an international team

  10.  Be able to creatively solve problems to ensure the customer is always left happy


Compensation: 

  1. Base salary: 10 000 RMB per month

  2. Bonuses are awarded twice per year and each time up to one month salary

  3.  Bonuses also paid annually for company performance up to ten month’s worth of wages
    depending on company financial results

  4.  Will also be eligible for Mercku’s Employee Stock Option Plan (ESOP)

    5. "
""