
Customer Journey Service Supervisor
3 semanas atrás
KEY RESPONSIBILITIES:
- Create GWM After Sales standard process with the following mindset: "customer satisfaction through a lean and smart process"
- Implement GWM After Sales process at all dealers
- Create sustainability procedures to keep a high level at After Sales operations and customer satisfaction (self-evaluation, periodical audits and reports, etc.)
- Create online and face-to-face training for dealers, material and train them periodically according to their needs
- Implement digital solutions at all After Sales standard processes (customer booking, customer reception, repair order and checklist opening, service planning and control, service execution, car delivery and customer satisfaction survey)
- Create the workflow to secure LGPD compliance
- Spread and consolidate a "Continuous Improvement" mindset among dealers so GWM customers may have the best experience at After Sales operations in the market
REQUIRED KNOWLEDGE AND SKILLS:
- Good communication and proactivity position
- Negotiation experience with dealers, suppliers, BOD and dealer associations
- Deeply analysis & problem resolution oriented
- Knowledge of After Sales entire operation (dealers operation, dealers process, planning, customer care, logistics, pricing, marketing, technical, warranty, publication, commercial, training, etc.)
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