Consumer Relations Specialist

• Review and maintain, ensure brand knowledge are up to date, accuracy, and easy to understand to enable excellent consumer handling and reduce consumer effort.
• Analyze consumers comment trend based and share findings to identify any services improvement opportunities for the owned service/platforms.
• Ensure vendor partners are driving important metric improvements within their areas of responsibility and provide mentorship to vendor for continued improvement.
• Advise/mentorship vendor partner on intensified consumer cases in a way that provides the best consumer experience, proactively tackle issues.
• provide suggestions on response strategies or personally handling the tough case by talking to the consumer/3rd party for case closure.
• Be a motivation to the service and use your industry expertise and consumer understanding to help category leader to craft service/project/process strategy.

Qualification Required:

• Basic communication and presentation skills internally/externally.
• Good mandarin in verbal & written communication, good English in written communication.
• 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.