CS 5-Star Rater and CS Mystery Shopping
Beijing Mercedes-Benz Sales Service Co., Ltd.
 Fairland, MD

Key points and objectives of the position

- Develop and implement Customer Service 5-Star Rater project to monitor dealers’ customer satisfaction performance

- Develop and implement Customer Service Mystery Shopping project to monitor and evaluate dealer service process execution and technical competence

- Analyze the result to support the improvement of customer experience and customer satisfaction

Main task

Develop and implement Customer Service 5-Star Rater project to monitor dealers’ customer satisfaction performance

• Review and update the current Customer Service 5-Star Rater questionnaire and approach regularly according to the new requirements

• Ensure the successfully implementation of each round 5-Star Rater survey

• Design and develop the analysis report to support continuous improvement of customer experience and customer satisfaction

• Process appeal and exemption applications

Develop and implement Customer Service Mystery Shopping project to monitor and evaluate dealer service process execution and technical competence

• Review and update the current Customer Service Mystery Shopping checklists and approach regularly according to the new requirements

• Ensure the successfully implementation of each round mystery shopping

• Design and develop the analysis report to support continuous improvement of customer experience and customer satisfaction

• Process appeal and exemption applications

Qualification

University degree and above. Major in Auto industry related or business management is a plus

Working Experience: 4 years above specialist experience

Proficient in Microsoft applications, MS Word, Excel, PowerPoint, and Chinese Word Processing

Good command of English and Mandarin, both written and spoken will be essential

Basic knowledge of logical thinking and communication skill

Basic knowledge of project management

Profound knowledge of dealer operation

Basic knowledge of operation standards and customer service business in auto industry is plus