About the Job
Key responsibilities:A. Responding to Customer Inquiries (Offline Channels):
1. Handling phone calls, emails, and potentially in-person inquiries related to offline marketing campaigns (e.g., direct mail, print ads, event promotions, billboards, flyers).
2. Providing information about ongoing promotions, offers, and events advertised through offline channels.
3. Answering questions about product/service features highlighted in offline materials.
4. Addressing concerns or issues arising from offline marketing efforts.
B. Order and Lead Processing (Offline Sources):.
1. Capturing and accurately inputting lead information gathered from offline sources into the CRM system.
2. Following up on leads generated through offline marketing activities.
C. Problem Resolution and Escalation:
1. Investigating and resolving customer complaints or issues related to offline marketing campaigns (e.g., incorrect offer codes, missed deliveries of promotional materials, misunderstanding of terms and conditions).
2. Escalating complex issues to the appropriate department (e.g., marketing, sales, product development) for resolution.
D. Data Entry and Record Keeping:
1. Maintaining accurate and detailed records of customer interactions, inquiries, and resolutions in the CRM or customer service database.
2. Tracking the effectiveness of various offline marketing initiatives by recording customer feedback and engagement.
3. Collaboration with Marketing Team:
4. Providing feedback to the marketing team on the effectiveness and clarity of offline marketing materials based on customer inquiries.
5. Identifying common customer questions or pain points related to offline campaigns to help optimize future efforts.
6. Assisting in the distribution of offline marketing materials if required (e.g., sending out brochures, managing mail lists).
E. Product/Service Knowledge:
1. Maintaining a thorough understanding of the company's products, services, and current offline marketing campaigns.
2. Stay updated on any changes or new initiatives related to offline promotions.
Number of Openings
1 openingsSkills
Team Management, Interpersonal skills, Effective Communication
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