Customer Complaint Manager

Descrição

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

Informações sobre diversidade

A General Motors está comprometida em ser um local de trabalho que não só é livre de discriminação ilegal, como estimula verdadeiramente a inclusão e integração. Acreditamos enfaticamente que a diversidade na força de trabalho cria um ambiente no qual nossos colaboradores podem crescer e desenvolver melhores produtos para nossos clientes. Incentivamos os candidatos interessados a analisar as principais responsabilidades e qualificações de cada função e a se candidatar a qualquer cargo que corresponda a suas habilidades e capacidades. Os candidatos no processo de recrutamento podem, quando aplicável, ser solicitados a concluir com sucesso uma ou mais avaliações relacionadas à função e/ou uma seleção pré-emprego antes de iniciar o emprego.  Para saber mais, acesse Como contratamos.

Declaração de Igualdade de Oportunidades de Emprego (EUA)

A General Motors tem orgulho de ser um empregador que oferece oportunidades iguais.  Todos os candidatos qualificados serão considerados para o emprego, independentemente de raça, cor, religião, sexo, orientação sexual, identidade de gênero, origem nacional, deficiência ou status como veterano protegido. 

Adaptações (EUA e Canadá)

A General Motors oferece oportunidades a todos os candidatos a emprego, incluindo pessoas com deficiências. Se você precisa de uma adaptação razoável para ajudá-lo na sua pesquisa de cargos ou solicitação de emprego, fale conosco pelo e-mail Careers.Accommodations@GM.com ou pelo telefone 800-865-7580. No seu e-mail, inclua uma descrição da adaptação específica que você está solicitando assim como o nome do cargo e o número de requisição do cargo ao qual está se candidatando.