Customer Advocate Risk Sensor Management
Daimler
Beijing
10小时前

Tasks

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
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