CSI & Retail Consulting Specialist

소개

Oversee and analyze customer feedback from diverse sources, including Dealers, Customer Contact Center, CSI surveys, and Media. Utilize data insights to address areas of concern and leverage positive feedback. Establish and monitor KPIs related to customer satisfaction, providing regular reports and insights to management.

주요업무

• Oversee and analyze customer feedback from diverse sources, including Dealers, Customer Contact Center, CSI surveys, and Media. • Utilize data insights to address areas of concern and leverage positive feedback. • Establish and monitor KPIs related to customer satisfaction, providing regular reports and insights to management. • Develop and implement a robust system for prompt and effective resolution of customer complaints, working closely with all relevant teams. • Manage mystery shopping initiatives to assess and enhance the performance of networks. • Identify opportunities to optimize after-sales processes, enhance efficiency and customer satisfaction. • Develop training programs for after-sales organizations to align with customer satisfaction goals and enhance customer service skills. • Conduct regular training sessions to reinforce customer-centric behaviors and service excellence. • Develop and implement comprehensive Customer Satisfaction Index strategies aligned with the company's objectives. • Analyze market trends and customer feedback to identify areas for improvement in the after-sales service journey. • Collaborate with various departments, including Dealers, Sales, Customer Service, Finance & Controlling, PR, Network Development, and Training Academy. • Establish strong relationships with internal stakeholders to drive customer-centric initiatives. • Implement best practices and standards to streamline service operations, enhancing overall service delivery. • Provide comprehensive analysis of the overall customer service landscape at MBK service network and the performance-based process optimization potential derived from current performance metrics. • Optimize workshop utilization, planning, and resource allocation through structured routines and intelligent scheduling.

자격요건

• Bachelor's degree in engineering, Business, Marketing, or a related field. • Min. 7 years' proven experience in a customer-focused role within the automotive industry, preferably in after-sales service. • Strong analytical skills with the ability to derive insights from customer data. • Excellent communication and interpersonal skills. • Demonstrated ability to lead and collaborate with cross-functional teams. • Knowledge of automotive service processes and industry trends. • Familiarity with Customer Satisfaction Index (CSI) methodologies. • Results-oriented with a focus on continuous improvement.

혜택 및 복지

자세한 사항은 홈페이지 참조