Responsible for the operation and management of ZEEKR service centers and regular on-site inspection for service operation improvement.
Responsible for service process implementation and dealers’ management.
Responsible for collecting benchmarking information, reviewing aftersales development trends, planning aftersales strategies and setting dealers’ KPIs.
Responsible for planning aftersales localization development mode and promoting localization process.
Identify, develop and implement aftersales marketing activities to support the achievement of customer satisfaction and service retention.
Responsible for improving customer service satisfaction, CSI & NPS.
Responsible for the survey of customer service satisfaction.
Review customer touch points and processes regularly, and identify potential / continuous improvements.
Ensure customer feedback, enquiries and requests via all channels (call center, social media, email, in-person) are acted upon promptly and within the guidelines.
