Lead Management & Ecommerce (MY), II

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The Lead Management & Ecommerce II team member is expected to dedicate 75% of the time on Marketing Contact Centre duties to support business growth predominantly through handling and retaining customer prospects through calls, chats and web enquiries while supporting Ecommerce operations for the remaining 25% of the time.

Marketing Contact Center (MCC)

1. Tasked in optimizing the amount of one-time buyers who become repeat purchasers, and eventually loyal customers.
2. Acts as a filter to provide sales with quality leads which entails a higher % closure rate.
3. Handle inbound sales related calls, chats, web enquiries and emails from prospects or customers in a timely, friendly, and professional manner.
4. Responsible in obtaining contacts and working with global demand Gen team to input contacts into database as prospect or nurture purpose.
5. Provide information of products, solutions, and services to influence sales conversion.
6. Qualify and route leads according to routing rules and ensures appropriate follow up action will be taken.
7. Maintains and accurately update customer’s enquiry into the lead management system.
8. Work on tactical campaigns e.g. Event tele-boosting, confirmation and follow-up, Data verification projects, List building projects, out-bound calling.
9. Provide feedback to marketing of campaign effectiveness and to improve customer experience.
10. Performs outbounds to contact businesses by telephone to obtain information at company and contact level to facilitate sales for goods or services.
11. Communicate with potential customers over the phone - describe products or services, in order to persuade customers to purchase a product or service.
12. Provide administrative support both customers and partners and internal Zebra Sales and Marketing team.
13. Generate weekly and monthly performance reports within team and regional marketing levels to support Lead management performance against KPI, improvements and governance.
14. Provide training to both internal and external Zebra teams (partners and sales) on Lead management process changes, Lead conversion, partner lead Management and system changes.

Ecommerce

1. Handle inbound sales related calls, chats, web enquiries and emails from prospects or customers in a timely, friendly, and professional manner.
2. Qualify and route leads according to routing rules.
3. Provide information of products, solutions, and services to influence sales conversion.
4. Accurately update customer’s enquiry into the lead management database.
5. Generate weekly and monthly lead performance reports.
6. Support demand generation campaigns e.g. Event tele-boosting, confirmation and follow-up, out-bound calling.
7. Meet personal/team qualitative and quantitative targets.
8. Support semi-annual product launches which include organization of product training for Ecommerce store teams prior to launch and to provide second level support for customer inquiries through the Ecommerce store during the initial month of launch.
9. Manage product listings such as product titles, descriptions, images, videos etc. to ensure that the Ecommerce store display & content are up-to-date, in compliance with Zebra brand identity and optimized for search.
10. Coordinate promotional plans and digital marketing campaigns for lead & demand gen.
11. Liaise with design team for timely delivery of banners to support the Ecommerce store promotional activities.
12. Generate monthly performance reports to analyze and monitor sales performance against goals and to identify trends.
13. Support market analysis and competitive research to contribute to business discovery in the market.

1. Degree or Disciplined in Business Administration or Marketing.
2. 2 YEARS or more experience within the Call Center Environment.
3. Creatively resolving conflicts and solving problems.
4. Results driven & Action oriented.
5. Ability to work in a team.
6. Understanding of excellent customer service.
7. Problem solving and negotiation skills.
8. Ability to plan and manage programs and campaigns.
9. Effective time management, clear communication & presentation skill.
10. Analytical, detail-oriented.
11. Interest in digital marketing and merchandising.
12. Interest in copy write for social media and digital content.
13. Multilingual – Preferred/ added advantage.
14. Basic MS office.

Ability to telework 100% of the time.