Manager: Technical Complaint

2 weeks ago


กรงเทพมหานคร, Thailand Mercedes-Benz (Thailand) Limited Full time

**Aufgaben**:

- JOB SCOPE:

- Technical Complaint Management- Receive customers complaints from either HUB CCC/ dealers/customers' complaint letter/ work-in customers.
- Coordinate with CRM / Gatekeepers of dealers which customers raised their complaints or issues in order to solve and support dealer to settle the customers' complaint.
- Analyze customer's complaint cases and coordinate with CSD for technical issue.
- 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.

People Development- Support / supervise and coach subordinates to achieve optimum results with regard to the objectives of the function and personal development of the Employees.

Company Representative- Be an authorized MBTh representative in negotiating with customers on sight.
- Be an authorized MBTh representative in joining test driving with customers in the point of quality issue / concern.
- 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.

Vehicle buy back- Monitor team for required buy back document and quarterly update report for completed document checked.
- Check buy back vehicles on in good condition prior bringing to VPC or MBTh premises.

Consent or documents signing- Prepare consent document for legal to review
- Make sure customers sign on all documents with valid document /Identification

Document preparation- Prepare weekly summary of customers' complaint cases or related information for management approval.
- Prepare report for customer cases had been raised and settled.
- Support team for preparing document for management approval/ Identify and propose internally chance for optimization.

Reporting- Prepare weekly report for new vehicle issue cases raised to TCM for CSD to prepare quality feedback report

**Qualifikationen**:

- REQUIREMENTS:
- Bachelor’s Degree in Business Administration, Engineering or any related field.
- Minimum 3 years’ experience in Customer Services or Hospitality industry.
- Good command of oral and written English.

S PECIFIC KNOWLEDGE:
- Automotive experienced in technical field would be an advantage.
- Computer literacy in all standard programs.
- Strong interpersonal skills with excellent negotiation skills.
- Ability to work under pressure.



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