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OMG International Company Limited
Customer Success Manager / Job Description
  • Plan and execute the loyalty program to strengthen customer loyalty as well as recruiting new customer base.
  • Manage customer service team to ensure tasks are completed according to the company’s service level standards.
  • Develops relations with existing and new customers.
  • Creates and maintains detailed customer information.
  • Works with the sales and marketing team to manage customers’ forecasts.
  • Handle the customer complain through phone calls and e-mails.
  • Inbound and outbound customer service team related to calls for members and health care providers.
  • Make recommendations and implement process improvements to benefit the company, staff, members and providers.
  • Analysis of performance statistics and other data to ensure appropriate level of customer service in the company.
  • New staff training and development of internal continuing education programs for customer service.
  • Properly document and update call and complaint logs as well as generate activity reports on a daily, weekly, monthly, quarterly and annual basis.
  • Other tasks in support of the company’s customer service related objectives.
Qualifications
  • Bachelor’s or Master’s Degree in Business Administration, Arts, Management or any related fields
  • Strong analytical, problem-solving and communication skills
  • Experienced Customer Service Manager
  • Good customer service and public relation skills with at least 3 years’ experience at the managerial level
  • Customers oriented and service minded to initiate new relationships
  • Able to work under strong pressure
  • Be able to work in quality and analysis fields
  • Mature, high self-motivated, ambitious and well organized
  • Functional experience in Sales or other related functions is a plus