Careline Lead

1. Role and Responsibilities - We are looking for an enthusiastic Careline Leader. You will be reporting directly to the CRM & Careline manager and assisting with all related tasks. You may be required to perform administrative tasks, update the system database, and foster strong relationships with key stakeholders.- To ensure success as a Careline Leader, you should have basic knowledge of digital marketing techniques, excellent interpersonal skills, and be able to work to strict deadlines. Ultimately, a top-level Careline Leader provides valuable assistance to the marketing and business teams and boosts the company's image.2. Main Duties and Functions1. CarelineCall Centre Management- To manage the out-sourced call centre agency to provide high-quality customer service to callers.- To ensure a timely response to consumers/customers enquiries as well as to forward feedback to all other relevant colleagues.- To seek continuous improvement in outbound calls intended to update consumer data and understand the brand of first choice.- To conduct surveys for a better understanding of our consumers’ needs.- To provide unconditional support to consumers.- Coordinate with regional Careline team in SEA for cross-learning, and best practicesConsumer/Customer Complaints- Ensure moms satisfactionso Responding promptly to customer inquiries.o Communicating with customers through various channels (Hotline, Facebook Page, Stores, etc).- Monthly, Ad-hoc, and Annual Reportingo To measure and evaluate Careline customer service and tracking of KPI.o Prepare for monthly meetings to give Careline KPI updates.- Crisis managemento Proactively manage crises and prevent minor complaints from escalating into major issues by strictly adhering to crisis management protocols.System Management- Work with ticket management, CRM, to record customer databases.- Work with call centre agency to ensure system performance and technology updates.2. Training- Careline Advisor & call centre training: Enhance careline performance through training and coaching.- Product Training & FAQs: Support to train store staff on product knowledge and prepare product FAQs.