Customer Complaint Manager

描述

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

Renseignements sur la diversité

General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés.  Pour en savoir plus, consultez notre processus de recrutement.

Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)

General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi.  Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant. 

Aménagements (É.-U. et Canada)

General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse Careers.Accommodations@GM.com ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.