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