Automotive Customer Relationship Management

GEELY; Markham; On-site; CAD 70,000 - 90,000; Full time

Job summary

A global automotive firm in Markham is seeking a Mid-Senior Customer Relationship Manager to oversee and enhance customer satisfaction. This role requires over 5 years of experience in customer relations, with a focus on effective problem-solving and communication skills. If you're passionate about customer service and the automotive industry, we want to hear from you!

Qualifications

• Over 5 years in customer relations, preferably in the automotive industry.
• Knowledge of automotive products and after-sales service is advantageous.

Responsibilities

• Respond to customer complaints quickly and ensure they are handled within the specified time.
• Analyze complaint trends and suggest improvements.
• Strengthen customer loyalty through effective complaint resolution.

Skills

Communication skills

Problem-solving skills

Emotional management skills

Data analysis ability

Education

Bachelor's degree in Business Administration, Marketing, or related field

Job description

Automotive Customer Relationship Management

Get AI-powered advice on this job and more exclusive features.

Zhejiang Geely Holding Group (ZGH) is a global automotive group with well-known international brands like Geely Auto, Volvo Car, and PROTON. With a focus on cutting-edge technologies and sustainable development, Geely operates manufacturing plants and R&D centres across North America, Europe, China, and South East Asia. The company aims to lead the future of mobility through innovation and strategic synergies. For more information, visit www.zgh.com.

Key Responsibilities :

• Timely response : Respond to customer complaints quickly and ensure they are handled within the specified time.
• Problem analysis : Accurately identify the root cause of complaints to prevent recurrence.
• Solutions : Provide reasonable and feasible solutions to ensure customer satisfaction.

Customer communication

• Listen and understand : Listen patiently to customers and understand their needs and grievances.
• Communicate effectively : Clearly communicate solutions and avoid misunderstandings.
• Emotional management : Handle customer emotions properly, remaining calm and professional.

Teamwork

• Coordinate across departments : Work with other departments to ensure issues are resolved promptly.
• Training and guidance : Train team members to improve overall complaint handling abilities.

Data analysis and reporting

• Data record : Maintain detailed records of complaints for analysis.
• Trend analysis : Analyze complaint trends and suggest improvements.
• Periodic report : Report complaint handling outcomes to superiors and recommend improvements.
• Feedback follow-up : Follow up with customers post-resolution to ensure issues are fully resolved.
• Service improvement : Use feedback to optimize service processes and enhance customer experience.

Crisis management

• Contingency plan : Develop plans for handling complaints in emergencies.
• Crisis public relations : Take prompt actions during major complaints or crises to mitigate negative impacts.

Compliance and Law

• Compliance : Handle complaints in accordance with company policies and legal regulations.
• Legal risk prevention : Identify and prevent potential legal risks.
• Process optimization : Continually improve complaint handling processes based on feedback.
• Customer experience improvement : Propose improvements to enhance overall customer satisfaction.

Customer relationship maintenance

• Loyalty enhancement : Strengthen customer loyalty through effective complaint resolution.
• Customer return visit : Regularly visit customers to understand their needs and gather feedback.

Performance evaluation

• KPI assessment : Evaluate performance based on complaint handling efficiency and customer satisfaction.
• Self-improvement : Engage in training and self-learning to enhance professional skills.

Job Requirements :

Education : Bachelor's degree in Business Administration, Marketing, or related field.

Experience : Over 5 years in customer relations, preferably in the automotive industry.

Skills :

• Communication skills : Effectively communicate with customers and internal teams.
• Problem-solving skills : Analyze and resolve complex problems swiftly.
• Emotional management skills : Maintain composure in high-pressure situations.
• Data analysis ability : Use data to identify issues and suggest improvements.

Other : Knowledge of automotive products and after-sales service is advantageous.

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Customer Service

Industries : Motor Vehicle Manufacturing