Customer Experience Assistant Manager

Posting Description Bachelors Degree in Business Administration or equivalent.

Mission and Main Objectives

Exceed customer expectations Through Nissan Way and standard, consistent customer experience across all touch points and through the whole customer life cycle. Developing and maintaining strong operational processes according to guidelines in terms of any customer touch point. Target potential and current customers through appropriate segmentation of customer profiles in accordance with the respective departments to enhance business and meet performance objectives Develop the customer experience journey by analysis , apply the required action plan to enhance the dealer customer satisfaction operation cycle To maintain Nissan brand as quality point of view, handling customer complaint properly until customer satisfied.

Main Tasks & Responsibilities

Responsible for handling all customer complaints received from all sources until close the case. After receiving customer complaint, find root cause of complaint, and assign responsible department to find the solution. Follow up the responsible department actions until resolution, and contact customers in timely manner for the progress. Customer complaints include escalated to CPA, knocking door to NMEG, call center, e-mail, SNS and everything. For escalated complaint customers, meet customers directly and take prompt actions to calm down his/her complaint, and follow up this customer to close the case. Especially for escalated complaint to CPA, attend the CPA meeting, discuss the solution and follow up CPA decision. Improve current process in place in terms of complaints handling and related CRM processes as well as setting proper complaint reporting. Monitoring & updating customer database related to the customer complains. Being able to find a win/win solution for both the customer satisfaction and Nissan. Keep proper documentations for all complaints. Maintain accurate data entry for complaints in order to extract proper reports. Collect different data to consolidate it for proper reporting. Ensure committing to reporting deadlines. Study the weakness area at the network side and set the necessary prioritization based on clear criteria Set the required action plan to enhance the customer handling cycle at the dealer side / NMEG side

Background & Experience Minimum 7-10 years of experience in Customer Experience field

Experience in Automotive industry is preferable