Customer Care Manager

4 semanas atrás


São Paulo, Brasil GWM Brasil Tempo inteiro
**Key Responsibilities**
MANAGEMENT
Manage call center operation and road side assistance
Monitor and follow up closely all customer complains resolution
Improve governance by setting and making periodical strategic meetings across all GWM related divisions, head quarters and dealers
Manage KPIs, results, and provide periodical reports to related stakeholders
Manage budget, supplier payments, goodwil payments, investments, etc
PEOPLE
Manage Customer Care staffs and their carrer plan
Secure the availability of attendance staffs vs volume increase
PROCESS
Improve overall workflow to synchronize GWM divisions and dealer network in order to guarantee customer complain handling with quality and speed
Improve goodwill, backup car, buy-back, and other policies
CAPABILITY
Train GWM and dealer network staffs to comply with Customer Care workflow and policies
Follow up attendance team performance and improve their skills
STRUCTURE
Improve current system in order to cover new policies and business requirements
Improve URA system
Manage supplier performance, contract, structure, etc
**Required**
Negotiation experience with dealers, dealers association, head-quarter, top managements and suppliers.
Deeply analysis & problem resolution oriented
Leadership guided to enhance and empower team
Teamwork mind set
Multitask and projects management skills
Soft skills
Business Administrator or Engineer
Experience at leadership position into Customer Care department at automotive industry
Long living and experience at automotive industry
Knowledge of Sales and After Sales general workflow
Portuguese (native)
English (fluent)
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