Customer Experience Leader
4 days ago
As a key member of the aftersales team, you will play a vital role in ensuring service excellence and driving continuous improvement in customer experience. This position serves as a vital link between customers and the business.
Key Responsibilities:
- Lead daily customer service operations and provide guidance to the team.
- Conduct and review customer satisfaction surveys, analyzing feedback and driving improvement initiatives.
- Proactively manage customer complaints, ensuring resolution with high satisfaction while balancing compliance and cost considerations.
- Collaborate with the aftersales department to define service goals (e.g., response times, delivery timelines, participation rates).
- Identify root causes of customer satisfaction issues and recommend long-term solutions.
- Engage customers directly, including face-to-face meetings, to resolve escalated concerns.
- Coordinate with multiple departments to ensure consistent and seamless customer experience.
- Support the Service Manager in implementing service excellence programs.
- Experience in customer service; automotive industry background preferred.
- Strong communication, interpersonal, and problem-solving skills.
- Proficient in data analysis and reporting tools.
- Competitive salary: Up to $6,000 per month + performance/variable bonus
- Working hours: Monday-Friday (8:30am - 6:00pm), alternate Saturday (8:30am - 12:30pm)
- 18 days annual leave (up to 24 days with tenure)
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