• Lead Management, I

    Location Seoul
    Job ID
  • Overview

    Marketing Contact Center (MCC) role @70% - MCC agents are challenged to support and increase growth by continuously engaged to retain customer relationships and forge new ones. They are tasked in optimizing the amount of one-time buyers who become repeat purchasers, and eventually loyal customers. Also acts as a filter to provide sales with quality leads which entails a higher % closure rate. Responsible in obtaining contact and working with global demand Gen team to input contact into database either as prospect or nurture purpose.


    Partner Interaction Center (PIC) role @30% -  PIC agent acts as the first point of contact from Zebra with partners and partners to be. The team members are tasked to maintain the highest professionalism in delivering end to end customer becoming a partner onboarding experience and satisfaction. The team would also be challenged to ensure partners are compliance with the program as per the agreement and addendum signed.


    Marketing Contact Center (MCC) (70%)

    • Candidate is require to manage the APAC market/queue.
    • Answer inbound calls and emails to assist prospective customers.
    • Provide administrative support to both customers and internal Zebra Sales team
    • Handle inbound sales related calls, chats, web enquiries and emails from prospects or customers who have an interest in implementing projects involving Zebra products and solutions.
    • Qualify sales related leads and allocate them to the sales teams based on the country and product division and consequently ensuring that appropriate follow up action will be taken.
    • Work on tactical campaigns for Zebra e.g. Event tele-boosting, confirmation and follow-up, Data verification projects, List building projects.
    • Obtain a basic level of understanding of the whole Zebra product portfolio and solutions and learn about latest Zebra product releases in order to be able to answer and support all type of inquiries.
    • Make cold calls to contact businesses by telephone in order to obtain information at company and contact level in order to facilitate sales for goods or services
    • Communicate with potential customers over the phone - describe products or services, in order to persuade customers to purchase a product or service

    Partner Interaction Center (PIC)  (30%)

    • Requires to manage end to end customer's application to enroll as a Partner/Reseller
    • Answer inbound calls and emails to assist prospective partners.
    • Provide administrative support to both partners and internal stakeholder.
    • Point of Contact to resolve Partner's inquiry and responsible to carry out Post Mortem of customer's complaints and dissatisfaction and provide best effort solutions
    • Involves in User Acceptance Testing (UAT) on new upgrade or new implementation to partner related tools or interface.
    • Involve de-duplicate of partner database; Ensuring partner database are clean by removing duplication
    • Maintain Partner data and accessibility information within the Partner Portal, Sales Force and partner related tools.
    • Drive and ensure partners are directed to the correct link to assist partner with Branding tools
    • Ensure partner adhere and compliance to the Partner Program (e.g. training and certification compliance, revenue compliance.)
    • Supports Channel Operations, Channel Strategy & Channel Marketing on Zebra Partner Program Initiation and Implementation
    • Maintain partner lead management testing, maintenance, sustainability and review



    Partner Management skills

      • Partner & Customer Centric – driving customer’s satisfaction as no. 1 Priority
      • Creating trust through actions and words
      • Creatively resolving conflicts and solving problems
      • Results driven & Action oriented
      • Ability to work in a team
      • Understanding of excellent customer service
      • Problem solving and negotiation skills,
      • Analytical and strategic thinking towards problem solving
      • Acquiring the Necessary Expertise for PRM


    Technical skills

      • Strong communication skills
      • CRM/PRM knowledge
      • Basic MS office
      • Multilingual – Preferred/ added advantage


    Regional Support Scope/Language

    Support Languages; English, Korean

    Support region; Korea



    Degree or Disciplined in Business Administration or Marketing or

    2 years or more experience within the Call Center Environment

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