Manager: Technical Complaint Management (Urgent)

About this position

Responsibilities

• Set up procedure in the provision of supporting to customers dissatisfaction in consistent with contractual obligations.
• Develop and monitor the implementation of customers’ complaint support strategies.
• Coordinate with internal departments such as Warranty, Part, HUB CCC, etc. for information and next actions.
• Handle crucial issues that cannot be solved by subordinates.
• Coordinate with Legal department for court and OCPB cases.
• Support courtesy car allocation and collect contracts from dealers.
• Coordinate and provide post-sales technical support.
• Analyze customers complaint cases and coordinate with CSD for technical issues.
• Be an authorized representative of MBTh in clarifying or negotiating with customers or government authorities.
• Provide advice and support to dealer workshop for customer handling cases.
• Assist customer services activities and projects.
• Support, supervise, and coach subordinates for optimum results and personal development.
• Support HUB CCC for case handling quality improvement.
• Assist in maintenance and reporting of customer service statistics.
• Prepare monthly report to management for team performance.
• Summarize number of affected models and dealers case support.

Requirements

• Minimum Bachelor’s degree in any fields.
• Technical knowledge of automotive or consumer law and customer complaint experience.
• Professional knowledge in automotive or spare parts industries.
• Computer literacy and good command of spoken and written English.
• Customer relationship management, problem-solving, negotiation skills.
• Good communication and interpersonal skills.
• Customer orientation, strong leadership, and high motivation.
• Preferable experience in automotive business.
• At least 5 years in Customer service or hospitality industry with multinational environment experience.