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Brand Champion
Job Description:
Job Title: Brand Champion
Location: CityStars Site (On-Site)
Employment Type: Full-Time
Working Hours: 9 hours/day (including 1-hour break)
Days Off: 2 days per week
Job Overview:
The Brand Champion’s mission is to raise brand awareness, enhance team performance, and elevate the overall customer service experience. This role ensures that Customer Service Representatives (CSRs) fully understand and represent the telecom brand, its values, and offerings. Acting as a key focal point between operations and the client, the Brand Champion plays a vital role in driving engagement, communication, and performance alignment.
Key Responsibilities:
- Educate Customer Service teams on telecom products, services, and the brand’s core values.
- Build and reinforce brand recognition by clearly communicating why the telecom brand is the preferred choice.
- Provide subject matter expertise and create excitement around new products, pricing, promotions, and incentives.
- Inspire and support CSRs to deliver an exceptional customer experience aligned with brand standards.
- Act as an on-site brand ambassador, ensuring consistent brand representation across all customer interactions.
- Develop and manage monthly brand activity calendars to drive engagement and awareness.
- Conduct uptraining sessions for Team Leaders and selected stakeholders on brand updates and initiatives.
- Support performance improvement by energizing teams and rallying engagement around brand goals.
- Act as a focal point for brand-related insights, collecting data and sharing relevant updates with the client.
- Maintain strong and professional communication with the client, including participation in meetings when required.
Requirements:
- Minimum 6 months of experience as a Customer Service Representative (CSR); SME or CSR Level 2 is preferred.
- Strong understanding of telecom products and services, or the ability to quickly build this knowledge.
- Confident communicator, with the ability to represent the brand effectively in client-facing meetings.
- Strong presentation, interpersonal, and influencing skills.
- Energetic, enthusiastic, and passionate about customer experience and brand representation.
- Creative mindset with the ability to develop engaging ideas and initiatives.
- Ability to motivate teams and drive performance through engagement and communication.
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