Customer Care Manager

Key Responsibilities

MANAGEMENT

Manage call center operation and road side assistance

Monitor and follow up closely all customer complains resolution

Improve governance by setting and making periodical strategic meetings across all GWM related divisions, head quarters and dealers

Manage KPIs, results, and provide periodical reports to related stakeholders

Manage budget, supplier payments, goodwil payments, investments, etc

PEOPLE

Manage Customer Care staffs and their carrer plan

Secure the availability of attendance staffs vs volume increase

PROCESS

Improve overall workflow to synchronize GWM divisions and dealer network in order to guarantee customer complain handling with quality and speed

Improve goodwill, backup car, buy-back, and other policies

CAPABILITY

Train GWM and dealer network staffs to comply with Customer Care workflow and policies

Create and implement specialized trainings for attendance team (subjects of Sales, After Sales, Product, etc)

Follow up attendance team performance and improve their skills

STRUCTURE

Improve current system in order to cover new policies and business requirements

Improve URA system

Manage supplier performance, contract, structure, etc

Required

Negotiation experience with dealers, dealers association, head-quarter, top managements and suppliers.

Deeply analysis & problem resolution oriented

Leadership guided to enhance and empower team

Teamwork mind set

Multitask and projects management skills

Soft skills

Business Administrator or Engineer

Experience at leadership position into Customer Care department at automotive industry

Long living and experience at automotive industry

Knowledge of Sales and After Sales general workflow

Portuguese (native)

English (fluent)