We welcome talents of all races, ethnicities, ages, abilities, religions, sexual orientations, and gender identities. Diversity is at the heart of who we are, and we believe that unique perspectives drive innovation and help us grow stronger together.
About the Role
The Customer Care position is responsible for leading a team of dealer customer care representatives to optimize customer care processes.
For VGT 3 brands (VWPC/Skoda/LCV)
- Ensure and support resolution of Serious Customer Complaint Case(s) directly with dealers, potentially including contact with customers, corresponding/meeting with CPO (Consumer Protection Office), other government-related communications or attendance at legal proceedings.
- Provide status data for AS Dep. to improve dealer performance if needed.
- Ensure that high-riskcases (in terms of reputational impact)are immediately highlighted to the management team.
- Ensure the quality of customer and dealer experience management achieves yearly target(s) via KPIs such as CSO/Other Complaints/CEM/Hot Alert/Call Center
What You'll Be Doing
1.Team Leadership
- Supervise, mentor,and motivate a team of customer care representatives.
- Resolve escalated customer issues and ensure swift resolutions.
2.Customer Care Excellence
- Provide solutions and manage the risk of any customer complaint who was escalated from dealers
- Monitor Customer Call Centre activity and ensure all complaints received are responded/resolved in line with VGT process.
3.Customer Feedback Analysis/process improvement:
- Collect, analyze, and report customer feedback to identify areas for improvement.
- Develop and evaluate customer care policies and procedures to ensure quality& efficiency.
4.Data Management:
- Maintain accurate customer complaint case records and service history.
- Generate reports and insights on customer care performance.
5.Cross-functional Collaboration:
- Collaborate with other departments (Parts, Warranty, Technical Support, etc.) to ensure a seamless customer experience.
- Provide solutions and manage the risk of any customer complaint that was escalated from dealers.
6.Training and Development (dealer customer care teams):
- Provide guidelines/procedures on customer complaining/F2F handling best practices.
- Set clear performance expectations and provide regular feedback and coaching.
7.Budgeting/Cost Evaluation:
- Ensure Goodwill Process for complaints is on the right track
- Monitor expenditure and take corrective action as required
Qualification and Skills
- Bachelor degree of above.
- At least 8 years customer care experience within the automotive industry.
- Able to negotiate at Dealer Principal and General Management level as well as working level.
- Understanding of basic automotive knowledge.
- Good communication skills
- Good level of Mandarin and English languages is a must
