After-sales Customer Experience Specialist
Skills
About This Role
1. Customer Satisfaction Index (CSI) Management
Collect, consolidate and analyze CSI reports from overseas distributors; deliver professional training and guidance to service managers and overseas distributors on underperforming indicators.Collaborate with service managers to supervise distributors in rectifying and improving underperforming monthly indicators, and follow up on rectification plans for all key overseas markets.
2. Customer Complaint Management
Complaint ConsolidationCollect customer complaints submitted to the GAIC official mailbox by overseas clients, sort and categorize complaint cases, and communicate closely with dedicated service managers of corresponding markets.
Complaint Follow-upTimely track customer complaints across all markets and update the complaint ledger on a weekly basis.
Complaint AnalysisAnalyze the customer complaint incidence rate and complaint closure rate in key markets.
3. Outbound Research Project
Verify and audit the customer satisfaction level of key markets, and collect authentic customer satisfaction data for targeted markets.
4. Voice of Customer (VOC)
Conduct in-depth interviews with key dealer clients in core cities of priority markets; identify the service weaknesses and strengths of core distributors.
Co-create service optimization solutions with end users to sustain existing service advantages and continuously improve weak service links.
5. Mystery Shopper Research
Recruit mystery shoppers to experience the full process of after-sales maintenance services at dealer outlets.
Evaluate the actual service experience from multiple dimensions including hardware facilities, attitude and professionalism of service advisors and technicians, as well as standardization of service processes.
Leverage user feedback and commercial incentive policies to drive the overall upgrade of terminal service experience at dealer networks.
Education
al Background: Bachelor’s degree or above.
Major Requirement: Majors in Vehicle Engineering, International Trade or related disciplines.
Language Proficiency: Fluent in English and able to use English as daily working language.
Work Experience: Candidates with more than 3 years of working experience in the automotive after-sales industry are preferred.
Technical Skills: Proficient in using mainstream office software.
Personal Competency: Strong awareness of confidentiality, compliance and work safety; rigorous, meticulous, earnest and patient in daily work.
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