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Communications Function - Consumer Relations Specialist
- Review and maintain, ensure Brand Knowledge are up to date, accuracy, relevant and easy to understand to enable excellent consumer handling and reduce consumer effort.
- Analyse consumers comment trend based on system data and share insights to help category leader to identify any services improvement opportunities for the owned service/platforms.
- Ensure Vendor partners are driving KPI improvements within their areas of responsibility and provide mentorship to vendor for continued improvement
- Advise/coach vendor partner on called out consumer cases in a way that provides the best consumer experience, dedicatedly solve issues, provide suggestions on how to mitigate risks and scenario planning on response strategies or personally handling the tough case by talking to the consumer/3rd party for case closure
- Be a key contributor to the service and use your industry expertise and consumer understanding to help category leader to shape service/project/process strategy
- Basic communication and presentation skills internally/externally
- Good mandarin in verbal & written communication & good English in written communication
- Be able to engage and enable vendor to perform well and encourage vendor to keep improving
- Have a strong interest in being ‘in touch’ with consumers and experienced in respected service
- Preferred bachelor’s degree or above
Please kindly input your name in both Chinese characters and Pinyin when you fill in the form. Thank you!
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