Customer Advocate Management, Region East

Job Description - Customer Advocate Management, Region East (BEI00000QC)
Description
• Dealer customer complaint management(Sales & Customer Service) steering
• High risk complaint cases handling at region level, face to face communication with customer if necessary
• Coorperate with PR/Technical/Legal etc. colleagues to speed up problem solving
• Risk assessment and high risk cases pre alert
Customer Experience Management • Customer overall experience result (Customer complaint ratio/ CSI /other survey ) monitoring/analysis/evaluation/facilitate actions at region level
• Golden Rules activities implementation at region level
• Dealer CAM training & qualification monitoring and promotion
• Support central CAM on national policy/business training/online workshop etc.
• Hold workshop and activities at region level
Data & Report Analysis • Customer complaint data analysis and deep dive
• Sales and After-sales complaint ratio forecasting and risk pre alert
Qualifications
At least 5 years' experience in an automotive business environment and relevant After-sales experience At least 3 years' experience in customer care related function experience High level of communication and presentation skills  Strategic thinking and excellent project management Good at Excel and PPT Customer centric and result driven Strong ability to work under pressure and high readiness to produce excellent results Fluency in English and Chinese Organization Primary Location Work Locations #J-18808-Ljbffr