1) Arrange/adjust CSR's workflow and allocate staffs job volume.
2) Email checking and handling.
A) carefully read the emails to get needed information
B) Forward emails to relative colleagues and monitor the cases mentioned in the email whether had been solved well.
C) Follow up key emails/special cases directly.
3) Monitor & evaluate the performance of colleagues in CSR closely. Have conversations and share ideas with colleagues.
4) Do the communications with other departments and relatives offices closely in order have workflow going smoothly and not impact to the clients due to internal information lacking
5) Assist and organize internal training, special on commercial and system wide.
6) Make and combine various reports for Management/MKT's reference to evaluate/analysis market situation.
7) Meetings with separate clients to check what their comments to our CSR to see if any improvement/adjustment needs to make. Maintain good relationship with local clients.
8) Attend trainings which are organized by area/head office timely.
9) Final checks the M/C and approve through SAP.
10) Attend carrier's social activities to get relative information to estimate/improve ours.