某豪华汽车品牌-Regional Customer Service Manager-区域售后服务经理
上海任仕达人才服务有限公司
- 公司规模：150-500人
- 公司性质：外资(欧美)
- 公司行业：专业服务(咨询、人力资源、财会)
职位信息
- 发布日期：2012-08-17
- 工作地点：上海
- 招聘人数：若干
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：客服经理(非技术) 客户关系经理/主管
职位描述
Key Responsibilities
?Right First Time Repair: A customer satisfaction measure derived from event driven surveys for each dealer.
?Dealer Staff Development: Competency programme deployment at a dealer level for both technical and non-technical staff.
?Dealer Process Improvement: Generic process improvement programme designed to standardize the core elements of the service experience to optimize dealer efficiency and deliver a consistent experience for the customer.
?Deployment and ownership of Customer Loyalty Programme: An index of customer satisfaction derived from event driven surveys & customer contact for each dealer that indicates customers' satisfaction with processes and their loyalty.
?Parts Purchases: Dealer calendarised annual Parts & Accessories purchase target
?Dealer profitability: Work with the dealers to optimize their profitability to drive improvements in parts and accessory sales through greater customer retention and greater workshop efficiency.
?Standards: Dealers are assessed against a formal set of standards that monitor their compliance with Representation Principles and determine whether or not they keep the franchise.
?Quality: Dealers' ability to deliver high quality customer service consistently.
?Communication - Detailed dealer visit reports and relevant action plans
Skills, experience and qualifications required
?In depth knowledge of dealership after sales business and processes
?Delivery of Outstanding Customer Experience
?Ability to work effectively in a fragmented network, with minimal supervision and under great pressure.
?Confident, out-going with exceptional networking, inter-personal and influencing skills.
?Analytical with the ability to interpret financial data and relate it to operational activity.
?Ability to work with dealers to develop and implement strategic operational and marketing plans.
?Highly motivated and able to work under their own initiative.
?Process oriented with great attention to detail.
?Computer literate and comfortable with technology.
?Possessing advanced communication and presentational skills.
?Right First Time Repair: A customer satisfaction measure derived from event driven surveys for each dealer.
?Dealer Staff Development: Competency programme deployment at a dealer level for both technical and non-technical staff.
?Dealer Process Improvement: Generic process improvement programme designed to standardize the core elements of the service experience to optimize dealer efficiency and deliver a consistent experience for the customer.
?Deployment and ownership of Customer Loyalty Programme: An index of customer satisfaction derived from event driven surveys & customer contact for each dealer that indicates customers' satisfaction with processes and their loyalty.
?Parts Purchases: Dealer calendarised annual Parts & Accessories purchase target
?Dealer profitability: Work with the dealers to optimize their profitability to drive improvements in parts and accessory sales through greater customer retention and greater workshop efficiency.
?Standards: Dealers are assessed against a formal set of standards that monitor their compliance with Representation Principles and determine whether or not they keep the franchise.
?Quality: Dealers' ability to deliver high quality customer service consistently.
?Communication - Detailed dealer visit reports and relevant action plans
Skills, experience and qualifications required
?In depth knowledge of dealership after sales business and processes
?Delivery of Outstanding Customer Experience
?Ability to work effectively in a fragmented network, with minimal supervision and under great pressure.
?Confident, out-going with exceptional networking, inter-personal and influencing skills.
?Analytical with the ability to interpret financial data and relate it to operational activity.
?Ability to work with dealers to develop and implement strategic operational and marketing plans.
?Highly motivated and able to work under their own initiative.
?Process oriented with great attention to detail.
?Computer literate and comfortable with technology.
?Possessing advanced communication and presentational skills.
公司介绍
www.randstad.cn
联系方式
- 公司地址：梅园路77号
- 邮政编码：200070