Tasks
Technical Complaint Management
- Set up procedure in the provision of supporting to customers dissatisfaction in consistent with contractual obligations.
- Develop and monitor the implementation of customers’ complaint support strategies.
- Coordinate with internal departments such as Warranty, Part, HUB CCC, etc. as to request for information and process the next action to solve the customers’ complaints
- Handle all crucial / outstanding issues that cannot be solved by subordinates
- Coordinate with Legal department // lawyer for court and OCPB cases
- Support for courtesy car allocation and collect contracts from dealers
Post-sales Technical Support
- Coordinate and provide post-sales technical support to meet customer requirement according to company’s guideline
- Analyze customers complaint cases // issue and coordinate with CSD for technical issue
Company Representative
- Be an authorized representative of MBTh in clarifying or negotiating with the customers or government authorities for customer satisfaction and good image of the company under Mercedes-Benz brand
- Be an authorized representative for witness examination at court cases
Assistance and / or service to customers
- Provide advice and support to dealer workshop for customer handling cases
- Assist customer services activities and projects
People Development
- Support / supervise and coach subordinates to achieve optimum results regarding the objectives of the function and personal development of the employees
- HUB CCC case coordination: Support HUB CCC for case handling quality improvement
- Monitor cases in SIRUIS as to close case in time
- Support HUB CCC where information required
Reporting
- Assist in maintenance and reporting of customer service statistics
- Prepare monthly report to management for team performance
- Summarize number of effected models and dealers case support
Qualifications
- Minimum Bachelor’s degree in any fields
- Technical knowledge or consumer law knowledge would be highly advantage
- Professional knowledge in automotive or spare parts industries, computer literacy, good command of spoken and written English, customer relationship management, problem- solving, negotiation skills, good communication / inter-personal skills, customer orientation, strong leadership and high motivation
- Preferable in automotive business
- At least 5 years in Customer service or hospitality industry with intensive experience in working with multinational environment
