The Local Operations Specialist is responsible for providing on-the-ground support and oversight for our software product or service within the local market. This role involves coordinating with various stakeholders, including customers, and internal teams, to ensure smooth operations and customer satisfaction.
Key Responsibilities:
- Customer Support:
- Respond to customer inquiries and resolve issues promptly and effectively.
- Provide technical support and guidance to customers on product usage and troubleshooting.
- Manage customer relationships and build strong rapport.
- Market Analysis:
- Conduct market research to identify local trends and opportunities.
- Monitor competitor activities and provide insights to the product team.
- Assist in developing local marketing strategies and campaigns.
- Operational Oversight:
- Ensure compliance with local regulations and standards.
- Monitor product performance and identify areas for improvement.
- User Researcher:
- Understand local public opinion and user suggestions, and summarize user needs.
- Analyze multi-channel user data weekly, focusing on core user experience issues.
- Conduct product walkthroughs, recording and tracking experience issues.
- Operate the Xiaomi Fans community, tracking core issues and user return visits.
- Team Coordination:
- Collaborate with cross-functional teams (e.g., product team, sales, marketing, engineering) to achieve operational goals.
- Provide input on product development and enhancements based on local market feedback.
Qualifications:
- Bachelor's degree in Marketing, Business Management, Data Analysis, or a related field.
- Strong technical aptitude and understanding of software products or services.
- Excellent customer service skills and ability to build relationships.
- Strong communication and interpersonal skills.
- Strong data analysis skills, proficient in Excel, and preferably in SQL or Python.
- Familiarity with the latest smartphone trends and understanding of Xiaomi products; Xiaomi Fans preferred.
- Ability to work independently and as part of a team.
- Experience in a customer-facing role is preferred.
- Proficiency in Spanish languages.