Job Summary:

Key Responsibilities:

• Metrics Tracking: Monitor and analyze customer service metrics (e.g., response time, resolution rates, customer satisfaction scores) to identify trends and areas for improvement.
• Content Development: Create and maintain comprehensive documentation and resources that enhance the customer experience, including FAQs, troubleshooting guides, and service procedures.
• Training & Coaching: Develop and implement training programs for team members to enhance their skills in customer service and product knowledge. Provide ongoing coaching and feedback to support their growth.
• Process Improvement: Identify inefficiencies in current aftersales processes and recommend solutions to streamline operations and improve customer satisfaction.
• Customer Engagement: Act as an escalation point for complex customer inquiries and complaints, ensuring timely and effective resolutions.
• Collaboration: Work closely with cross-functional teams (sales, service, and marketing) to ensure alignment in customer communication and aftersales initiatives.
• Customer Feedback: Collect and analyze customer feedback to identify opportunities for enhancing service offerings and customer engagement strategies.
• Reporting: Prepare regular reports on service performance, customer insights, and team development initiatives for management review.

Qualifications:

• Bachelor’s degree in Business Administration, Automotive Management, or a related field preferred.
• 5+ years of experience in customer service, with a focus on aftersales support and at least 3 years in a management role within the automotive industry.
• Strong understanding of automotive products and aftersales services.
• Proven experience in tracking and analyzing customer service metrics.
• Excellent communication, leadership, and interpersonal skills.
• Ability to develop clear and helpful documentation for both staff and customers.
• Proficient in customer relationship management (CRM) software and Microsoft Office Suite.