Customer Care Supervisor

Ensure excellence in customer service by implementing efficient problem-solving processes, crisis management, and continuous improvement, with a focus on customer satisfaction and brand reputation.

Key Responsibilities

Develop and implement customer service processes and routines

To coordinate Customer Care team.

Crisis management and customer service support on social media and Reclame Aqui

Develop and apply Customer Care workflow and policies training to dealer network and call center staffs

Department processes and flows development and implementation

Feedback analysis and continuous improvement of service levels

Monitor performance indicators (KPIs such as complaints closing ratio, response time, RA) and service metrics

Collaboration with other departments to improve products & services

Innovation and use of technology in GWM customer service

Performance reporting and presentations to management

Improve current attendance system in order to cover new policies and business requirements, including URA system

Required

Good communication and proactivity position

Negotiation experience with dealers, suppliers and tip management

Deeply analysis & problem resolution oriented

Teamwork mind-set

Multi task skills

Previous experience in automotive industry, in Customer Experience related areas (at least 2 years)

English (advanced)