Manager: Technical Complaint Management

Tasks

Technical Complaint Management

• 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. as to request for information and process the next action to solve the customers’ complaints
• Handle all crucial / outstanding issues that cannot be solved by subordinates
• Coordinate with Legal department // lawyer for court and OCPB cases
• Support for courtesy car allocation and collect contracts from dealers

Post-sales Technical Support

• Coordinate and provide post-sales technical support to meet customer requirement according to company’s guideline
• Analyze customers complaint cases // issue and coordinate with CSD for technical issue

Company Representative

• Be an authorized representative of MBTh in clarifying or negotiating with the customers or government authorities for customer satisfaction and good image of the company under Mercedes-Benz brand
• Be an authorized representative for witness examination at court cases

Assistance and / or service to customers

• Provide advice and support to dealer workshop for customer handling cases
• Assist customer services activities and projects

People Development

• Support / supervise and coach subordinates to achieve optimum results regarding the objectives of the function and personal development of the employees
• HUB CCC case coordination: Support HUB CCC for case handling quality improvement
• Monitor cases in SIRUIS as to close case in time
• Support HUB CCC where information required

Reporting

• Assist in maintenance and reporting of customer service statistics
• Prepare monthly report to management for team performance
• Summarize number of effected models and dealers case support

Qualifications

• Minimum Bachelor’s degree in any fields
• Technical knowledge or consumer law knowledge would be highly advantage
• Professional knowledge in automotive or spare parts industries, computer literacy, good command of spoken and written English, customer relationship management, problem- solving, negotiation skills, good communication / inter-personal skills, customer orientation, strong leadership and high motivation
• Preferable in automotive business
• At least 5 years in Customer service or hospitality industry with intensive experience in working with multinational environment