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Customer Complaint Manager

  • Location
    • Shanghai, Shanghai
  • Schedule Full time
  • Posted

Description

Work Arrangement

This role requires an employee to be onsite on a full time basis.

What You’ll Do

Complaint Management Process Development & Optimization:

  • Implement comprehensive workflows, standards, management systems, and assessment frameworks for handling customer complaints.
  • Develop detailed guidance documents, operation manuals, and efficient tools to ensure standardized and streamlined complaint handling processes.

Central Command & Coordination of Complaint Cases:

  • Serve as the core of omnichannel complaint management, responsible for pre-sale to post-sale complaint assignment, coordination, and monitoring.
  • Effectively allocate internal resources, provide immediate support and guidance to frontline teams, and ensure timely and proper resolution of customer complaints.

Goodwill Budget Management:

  • Execute customer goodwill policies, clarify usage norms and management systems.
  • Guide teams in effectively utilizing these policies to repair customer relationships and enhance customer loyalty.
  • Prepare weekly and monthly budget usage reports and facilitate cross-departmental communication.

Risk Identification & Response:

  • Swiftly identify group, concentrated rights protection events, and high-risk complaint cases.
  • Take charge of escalating and tracking major complaints, collaborate across departments, and promptly formulate and execute resolutions.

Data Analysis & Feedback:

  • Conduct regular in-depth analysis of complaint data, summarize issues, and prepare weekly and monthly reports to support decision-making.
  • Organize complaint review meetings, promote interdepartmental collaboration to optimize service processes and improve service quality.

Customer Feedback Loop:

  • Integrate omnichannel customer complaints and satisfaction data, deeply analyze customer needs, and drive continuous improvement in business departments.
  • Form a closed-loop management system for customer feedback.

Training & Development:

  • Fully responsible for training on complaint handling processes, norms, efficient tools, and assessment standards.
  • Regularly organize professional training for frontline customer service staff, regional teams, central departments, and partners.

Additional Description

Your Skills & Abilities (Required Qualifications) ​​   

Knowledge:

  • In-depth understanding of the automotive industry, particularly in the realm of customer relationship management and after-sales service.
  • Familiarity with automotive enterprise complaint management systems, with expertise in the "Three Guarantees" Law (San Bao Fa) and Consumer Rights Protection Law.

Skills:

  • Proven track record of successfully establishing customer complaint management processes and teams.
  • Strong analytical and problem-solving skills to effectively address customer issues.

Experience/Education:           

  • Bachelor's degree or above.
  • Minimum of 5 years of experience in the automotive industry, specifically in customer relationship or after-sales service, with at least 3 years dedicated to customer complaint management.
  • Demonstrated experience in handling complex customer complaints and resolving them efficiently.
  • Preference given to candidates with experience in Direct-to-Consumer (DTC) models.

Competencies:

  • Proficient in English listening, speaking, reading and writing.
  • A high level of crisis management awareness and the ability to respond swiftly to escalating situations.
  • Exceptional service orientation, coupled with a strong commitment to continuous learning and effective communication.
  • Demonstrated high execution capabilities, a strong sense of responsibility, and the ability to work under pressure.
  • Outstanding team coordination and collaboration skills, fostering a positive and productive team environment.
  • Ability to lead and motivate team members, ensuring high standards of customer service are maintained.
  • Familiar with most office software
  • Strong ability to motivate people in an international

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

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Diversity Information

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.  We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire

Equal Employment Opportunity Statement (U.S.)

General Motors is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.  

Accommodations (U.S. and Canada)

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

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