Huimin Ma Email and Phone Number

I. Call Center Operating Management1. Set up and track Call Center strategic objective, service standard and KPI.2. To improve the customer experience and offer the value-added service to customer , optimize and update the system of Call center, including CRM system, knowledge base and SMS platform system.3. Call center agent management. Set up and track the KPI of agent and build the motivation mechanism and training management procedure.II. Customer service management on New media and E-commerce1. E-commerce service management. Inquire, order, tracking and service in the sales process. 2. Wechat and Weibo new media service managemant. Fans service managemant.III. Customer relationship management1. Customer-classified management. Potential customer, new customer, active customer, negative customer and positive customer. According to the different kinds of customer, offer relate, special service to them to improve the satisfaction.2. Customer information management, to ensure the accuracy of customer information, update the data in CRM system promptly.3. customer activity managementIn order to improve the customer stickiness and brand recognition, plan and implement the customer care activity, phone visit, promotion, new product test, customer experience. IV. Crisis management and satisfaction management1. Book procedure of early-warning management for crisis. Proper arrangement resource of the service center to handle crisis issue2. Conduct customer satisfaction survey via multi-channel. Take action to meet the survey report, continually improve the customer satisfaction and loyalty.

1.Via the Multi channels, supply the product information to the consumer and customer, let the consumer and customer know our products more and more.2.Via the phone or network, handling the inquiry or complaint from the customer and consumer. Improve the consumer's satisfaction.3.Provide analysis of the consumer and customer data. Get value information for new product development and launch plan.4.Internal and external communication with QA, Mill, Marketing and other Dept..