Customer Care Manager

About the Position:
We have an excellent opportunity for experiencedCustomer Care Managerto be the key driver in proactively improving automotive aftersales operations to create a superior customer experience.
About You:
The ideal candidate for this role must have the following qualification, experience and skills:
Relevant University Degree

4 - 5 years relevant experience (customer service manager in automotive, banking, finance, or technical experience with customer facing role in automotive industry)

Prior work experience in setting up customer service processes

English skills are essential, other language skills are an advantage

Strong negotiation and influencing skills

Knowledge of project management

Ability to think clearly under pressure, ability to take decisions and follow through to implementation

Expert in Microsoft Excel

High level understanding of SAP

Responsibilities

Specifically, your key responsibilities are as follows:
Manage and lead the staff and activities of the Customer Services Team, including coaching, mentoring, training, and scheduling and performance management utilizing optimum resources.

Regular monitor the service booking system and coordinate for the service booking /post service follow-ups/CSI etc.

Responsible for maintaining high customer retention, customer satisfaction and monitoring/resolving customer complaints.

Working closely with the Service Operations Manager and consulting with him on the opportunities that will enhance customer service and drive best service operations.

Providing before and after analysis to measure the increase in customer satisfaction as a result of implementing the changes to the processes

Process map and maintain all SOP's for CMC

Job Requirements
Required education

Required relevant work experience

Required languages: