CRM, CS V-Class %26 Vito/DENZA
Beijing Mercedes-Benz Sales Service Co., Ltd.
 Fairland, MD

Study workshop claims activities before audit trip, competent at MB system i.e. VEGA, VERA, DMS, AQUA, KPI, WIS/ASRA/EPC etc. and in use of these tools to seek dealers’ claims quality.

Auditor’s role - warranty claims documents examination, inspect jobs flow in workshop, check warranty parts storage/room, check the availability of special tools/MB support system etc then issue findings, measures and timeline to dealers. Create & report back to management and then file the records.

Perform a brief warranty coaching as a support to dealers.

Well understanding of MB warranty/goodwill regulations and guidelines and able to apply them to his/her tasks.

Cooperate with other departments in working of warranty releted training / conference when necessary.

•To achieve high customer satisfaction by optimization and enhancement of customer complaint process for VS20;

•Co-ordination of and resolve all incoming CAC customer inquiries on VS20 based on annual KPIs;

•To handle and process all VS20 trade in cases;

•Crisis prevention for VS20 in case of customer visits, auto-show on-site support, media exposure and authority investigations;

•Planning and implementation of After Sales legal legislations and customer handling skill workshops for network;

•Annual budget planning for Technical Marketing Goodwill for Van;

Job designation/Field of work:

1 To achieve high customer satisfaction by optimization and enhancement of customer complaint process for VAN;

  • Define and implement new customer complaint handling process for VAN;
  • Provide customer complaint process training for VAN network;

2 Co-ordination of and resolve all incoming CAC customer inquiries on VAN based on annual KPIs;

  • Follow up and monitor all CAC customer inquiries daily;
  • Co-ordination with regional offices and network to resolve CAC customer inquiries;
  • Regular review with CAC service provider to enhance performance based on KPIs;
  • Optimize the CAC process to achieve high customer satisfaction;

3 Handle and process all VAN trade-in cases

  • Define trade-in process for VAN customer complain cases;
  • Follow up and handle all trade-in cases;
  • Co-ordination with FBAC and F & C to ensure all payment to network are on time;

4 Crisis prevention for VAN in case of customer visits, auto-show on-site support, media exposure and authority investigations;

  • Review potential cases from regions to determine security risk prior to Consumer Day and Auto Shows;
  • Formulation of strategy to handle high security risk cases;
  • Meeting with customers visiting Daimler Tower;
  • Provide recommendations to BMBS management to handle high profile complaint cases.
  • Co-ordination with Legal, Technical and PR departments to investigate complaints received from government channels or online website;

5 Planning and implementation of Customer Services legal legislations and customer handling skill workshops for network;

  • Annual planning and implementation of 3R, Consumer Protection Regulation and other customer handling skill workshops for network;

6 Planning and implementation of After Sales legal legislations and customer handling skill workshops for network;

  • Annual planning and implementation of 3R, Consumer Protection Regulation and other customer handling skill workshops for network;

Annual budget planning for Technical Marketing Goodwill for VAN;

  • Annual planning of TMG, Own Goodwill and Trade-in budget;
  • Co-ordination with FBAC to ensure sufficient goodwill budget is planned to handle customer complaints cases

Diploma in a Technical Engineering Discipline or equivalent. Fluent in oral and written English and Chinese.

At least 3-5 years of working experience, of those 1-2 years of after sales or customer service working experience in MB environment or automotive industry.

Customer and Market Orientated attitude. Good interpersonal and communication skills. Receptive to foreign culture. Ability to work under pressure.

Basic product knowledge; business correspondence; retail/wholesale operation