Manager: Technical Complaint Management

Technical Complaint Management

Set up procedure in the provision of supporting to customers dissatisfaction in consistent with contractual obligations.

Develop and monitor the implementation of customers complaint support strategies.

Coordinate with internal departments such as Warranty, Part, HUB

CCC, etc. as to request for information and process the next action to solve the customers complaints

Handle all crucial / outstanding issues that cannot be solved by subordinates

Coordinate with Legal department // lawyer for court and OCPB cases

Support for courtesy car allocation and collect contracts from dealers

Post-sales Technical Support

Coordinate and provide post-sales technical support to meet customer requirement according to companys guideline

Analyze customers complaint cases // issue and coordinate with CSD for technical issue

Company Representative

Be an authorized representative of MBTh in clarifying or negotiating with the customers or government authorities for customer satisfaction and good image of the company under Mercedes-Benz brand

Be an authorized representative for witness examination at court cases

Assistance and / or service to customers

Provide advice and support to dealer workshop for customer handling cases

Assist customer services activities and projects

People Development

Support / supervise and coach subordinates to achieve optimum results regarding the objectives of the function and personal development of the employees

HUB CCC case coordination

Support HUB CCC for case handling quality improvement

Monitor cases in SIRUIS as to close case in time

Support HUB CCC where information required

Reporting

Assist in maintenance and reporting of customer service statistics

Prepare monthly report to management for team performance

Summarize number of effected models and dealers case support

Training and qualification

Minimum Bachelors degree in any fields

Technical knowledge

Technical knowledge or consumer law knowledge would be highly advantage

Soft skills/individual competence

Professional knowledge in automotive or spare parts industries, computer literacy, good command of spoken and written English,

customer relationship management, problem- solving, negotiation skills, good communication / inter-personal skills, customer

orientation, strong leadership and high motivation

Experience

Preferable in automotive business

At least 5 years in Customer service or hospitality industry with intensive experience in working with multinational environment