KA PMLS Monterrey

Job Responsibilities ✓ Manage customer service delivery

• Handle customer complaints and issues to ensure timely resolution.
• Carry out project-based service delivery and operation maintenance according to business requirements.
• Monitor service performance indicators and propose improvement plans.

✓ Maintain and manage customer relationships, and create service value

• Develop customer plans and objectives, and build strong relationships with key accounts.
• Collect customer needs and issues, coordinate resources to fulfill them, and improve customer satisfaction.
• Promote service marketing products and ensure the achievement of business targets.

✓ Coordinate cross-functional collaboration

• Establish a communication mechanism with the sales team, share business information, and jointly promote business development.
• Establish working mechanisms within the service team to ensure timely closure of customer issues and needs.
• Build cooperative relationships with channels and mobilize channel resources in a timely manner to complete service activities.

✓ Data analysis and reporting

• Establish and improve customer profiles, analyze customer data, and identify opportunities and risks.
• Regularly report customer service status and improvement plans to upper-level departments.
• Conduct competitor or market research as required to ensure service competitiveness.

Competency Requirements

• Product knowledge: Relevant professional background; able to master related product knowledge and service skills after training.
• Business insight: Understand market dynamics and customer workflows; able to establish connections with customers.
• Service marketing: Familiar with service marketing methods and able to promote effectively to support customer purchasing.
• Communication and coordination: Able to communicate effectively with internal and external teams and coordinate necessary resources to complete work.