Automotive Customer Experience Specialist
7 days ago
This role oversees daily customer service operations, driving continuous improvement in the overall customer experience.
Main Responsibilities:- Direct daily customer service operations and provide guidance to the team.
- Analyze customer satisfaction surveys, identifying areas for improvement.
- Proactively manage customer complaints, ensuring high satisfaction while balancing compliance and cost considerations.
- Collaborate with Aftersales 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 to resolve escalated concerns.
- Coordinate with departments for consistent and seamless customer experience.
- Support Service Manager in implementing service excellence programs.
- Customer service experience; automotive industry background preferred.
- Strong communication, interpersonal, and problem-solving skills.
- Data analysis and reporting proficiency.
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