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Job Function:

Sales Enablement

Job Sub Function:

Sales Operations & Administration:

Job Category:

People Leader

All Job Posting Locations:

Shanghai, China

Job Description:

Assistant Business Operation Manager:

• Oversee the daily operations of the customer service center, ensuring efficient workflow and adherence to service level agreements.

• Develop, implement, and refine customer service processes, policies, and standards to improve efficiency and customer satisfaction.

• Monitor team performance through key metrics (e.g., response time, resolution rate, customer feedback) and provide coaching, training, and feedback to support agents.

• Analyze customer service data and trends to identify areas for improvement and implement actionable solutions.

• Handle escalated customer issues and complex cases, ensuring timely and effective resolutions.

• Prepare regular reports on team performance, customer insights, and operational achievements for senior management.

Required Skills:

Preferred Skills:

Analytical Reasoning, Coaching, Collaborative Selling, Cross-Functional Collaboration, Customer Centricity, Customer Intelligence, Customer Relationship Management (CRM), Data Savvy, Developing Others, Inclusive Leadership, Leadership, Operations Management, Performance Measurement, Sales Enablement, Sales Support, Sales Training, Team Management