Objective of job (abbreviated)
Build up Customer Complaint Senor mechanism, ensure escalation and problem solving
• Customer Complaint Sensor reporting mechanism establishment & implementation:
• Customer linked Process review & optimization
• Customer related Dealer CAM / BMBS staff target setting
• BMBS sensor round establishment & operation
• Risk assessment
• Prioritization & speed up problem solving process
Task description
• Customer Complaint Sensor reporting system establishment & implementation:
- Establish Customer Complaint Sensor reporting system basing on current status, provide transparent and full picture to management
- Continue to follow-up the status of pending cases in the report
• Customer linked Process review & optimization
- Review existing Customer related internal processes, systems and roles & responsibilities
- Optimize processes for better efficiency and effectiveness with whole process lead time rather than separated lead time for each steps
- Define exhaustive roles & responsibilities of all parties combined
• Customer related Dealer CAM / BMBS staff target setting
- Map KPIs with touch points and related departments and stakeholders
- Review of existing KPIs to evaluate and prioritize main KPIs
- Set targets with related dept. and dealers for CAM related items and integrate into staff’s performance, periodically monitor results
• BMBS sensor round establishment & operation
- Set up BMBS sensor round meeting (bi-weekly meeting and daily communication for urgent cases)
- Build up continuous tracking and monitoring mechanisms to address criticality
- Gathers and evaluates information from all possible sensors via BMBS Sensor Round and China Sensor Round
•Risk assessment
- Keeps tracking on all escalated topics and drives problem solving process
- Set risk quick alert mechanism and risk layers with red/yellow/green light
• Prioritization & speed up problem solving process
- Based on priority level, drive decision-making or escalation
- Escalate to management and push related BU for implementation
- Solve bottleneck and drive for results
Qualification
- At least 8 years’ experience in an automotive business environment including 5 years relevant After-sales experience
- At least 3 years IT/System related experience or Sales experience
- High level of communication, presentation and reporting skills
- Excellent project management skills and cross functional coordination capability
- Good sense for risk control
- Customer centric and result driven
- Strong ability to work under pressure and high readiness to produce excellent results
- Fluency in English and Chinese
- Bachelor degree in business management or Engineering
Get email alerts for the latest"Customer Advocate Risk Sensor Management jobs in Beijing"