Customer Complaint Manager

Descripción

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]

• 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

Información sobre diversidad

General Motors se compromete a ser un lugar de trabajo en el cual no solo no haya discriminación indebida, sino que fomente con sinceridad la inclusión y el sentido de pertenencia. Creemos firmemente que la diversidad del personal crea un entorno en el cual nuestros empleados pueden prosperar y desarrollar mejores productos para nuestros clientes. Instamos a los candidatos interesados a que revisen las responsabilidades y aptitudes clave para cada puesto y se postulen para los puestos que coincidan con sus habilidades y capacidades. Es posible que, cuando corresponda, se les pida a los solicitantes que están en el proceso de contratación que completen satisfactoriamente una o más evaluaciones relacionadas con su función y/o una evaluación previa al empleo antes de comenzar a trabajar.  Para obtener más información, visite Cómo contratamos.

Declaración de igualdad de oportunidades en el empleo (EE.UU.)

General Motors se enorgullece de ser un empleador que ofrece igualdad de oportunidades.  Todos los solicitantes calificados serán tenidos en cuenta para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad, discapacidad o condición de veterano protegido. 

Adecuaciones (EE.UU. y Canadá)

General Motors ofrece oportunidades a todos los solicitantes de empleo, incluyendo las personas con discapacidades. Si necesita una adecuación razonable para ayudarle con su búsqueda o solicitud de empleo, envíenos un correo electrónico a Careers.Accommodations@GM.com o llámenos al 800-865-7580. En su correo electrónico, incluya una descripción del puesto específico que está solicitando, así como el título del empleo y el número de solicitud del puesto que está solicitando.