About this role
Summary
Manages customer experience for the assigned aftersales area (service or body & paint), owning complaint resolution, customer follow-up, CRM data quality and retention programs. Leads a team of CX or contact agents, analyzes CSI/NPS feedback, and works with branch managers to fix the root causes of dissatisfaction.
Tasks
- Lead the handling of escalated customer complaints, define resolution steps with branch managers, and communicate outcomes to customers.
- Oversee CRM usage in the assigned area, ensuring customer contacts, follow-up calls and complaint records are complete and accurate.
- Run retention activities such as post-service follow-up, service reminders and lost-customer win-back campaigns.
- Monitor compliance of branches with MAG and OEM customer-handling standards.
- Manage the CX team, planning workloads and setting service levels for call-backs and complaint closure.
- Produce CSI/NPS and complaint reports, analyze trends by branch, advisor and issue type, and present insights to management.
- Set objectives for team members, review their performance and coach them.
- Communicate the aftersales CX plan and priorities to the team and branches.
- Identify development needs of team members and arrange training.
- Support the rollout of new CX initiatives, tools and OEM programs across branches.
## Education
Bachelor's degree in Business Administration, Commerce or a related field.
Experience
5Â7 years of customer service or CX experience, including 2+ years leading a team, preferably in automotive aftersales.
Skill
- Customer-Focused Approach
- Leverages Digital Communications with Customers
- Masters Service Conversations
- Navigates Customer Challenges
- Strengthens Customer Connections
- Builds Customer Loyalty
- In-Depth Questioning
- Service Into Sales
- Understands Issues/Motivations
- Customer Feedback Tracking
- Customer relationship management (CRM) software
- Data Analysis Techniques
- Issue Management Techniques
## Competencies
Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
Ensures Accountability: Holding self and others accountable to meet commitments.
Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.