Sales Advisor

I. Role Overview

Responsible for developing the company’s customer experience (CX) operational strategy and management framework, while overseeing customer service processes, experience standards, operational quality, and the management of customer feedback. The role focuses on continuously enhancing the customer experience and the company’s service competitiveness by optimizing customer touchpoints, increasing service efficiency, improving customer satisfaction, and driving cross-departmental collaboration.

II. Key Responsibilities

1. CX Operational Strategy: Formulate CX operational plans, annual objectives, and implementation strategies.

2. Customer Experience Management: Establish unified CX standards and monitor service quality across all business stages.

3. Service Process Optimization: Streamline processes for customer inquiries, purchasing, delivery, after-sales support, and complaint handling.

4. Operational Framework Development: Build CX operational policies, service protocols, and quality management mechanisms.

5. Customer Feedback Management: Oversee the collection of customer input, satisfaction surveys, and complaint data to drive corrective actions.

6. Service Quality Monitoring: Regularly evaluate service efficiency, response times, issue resolution rates, and adherence to service standards.

7. Cross-departmental Collaboration: Coordinate with sales, marketing, product, technical, and customer service teams to resolve issues impacting the customer experience.

8. Operational Data Analysis: Analyze metrics such as customer satisfaction, churn rates, service costs, and other CX operational data.

9. Digital Operations: Drive the implementation of CRM systems, customer service platforms, and automation tools within CX operations.

10. Team Management: Lead the organizational development, performance evaluation, and talent cultivation of the CX operations team.

III. Qualifications

Bachelor’s degree or higher; a degree in Business Administration, Marketing, Operations Management, or a related field is preferred.

18+ years of experience in customer experience, customer service, or operations management.

5+ years of experience in a senior management or team leadership role.

Proficient in CX management frameworks, service quality standards, and customer operational processes.

Strong capabilities in operational analysis, process optimization, and project management.

Familiarity with CRM systems, customer service management platforms, and data analysis tools.

Excellent skills in cross-departmental coordination, team leadership, and strategic execution.

Strong customer-centric mindset and sound business decision-making abilities.