O2O Lead Management

• Receive and track CIFs submitted via Facebook, Website, Hotline, and partner platforms
• Assign CIFs to store teams or surveyors based on customer location and urgency
• Monitor lead status and follow-up within 2 hours of CIF submission
• Coordinate with Sales team to update conversion status and reason for drop-off
• Maintain and update weekly reports on CIF volume, conversion rate, and performance by source

Customer Service

• Follow up with customers via call/text to confirm survey or delivery schedule
• Address customer inquiries and complaints related to delivery, installation, and warranty
• Escalate unresolved issues to Technical or Operations Manager with context
• Record feedback and support post-purchase satisfaction checks
• Support CSAT survey collection and improvement initiatives

 - 2–3 years call center

- Familiar with sales tracking and o2o

- Strong Excel and communication skills