Senior Customer Experience & Vendor Operations Lead

Changan Automobile

Manila

On-site

PHP 120,000 - 180,000

Full time

6 days ago

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Job summary

Changan Automobile Philippines is seeking a Customer Service Manager to lead and continuously improve customer service operations for the Philippine market. The role oversees Call Centre and Roadside Assistance providers, focusing on service quality, customer satisfaction, and end-to-end issue resolution.

Collaboration with After-Sales, Technical, Spare Parts, Quality, Sales, and Dealers is essential to drive timely outcomes.

Qualifications

Minimum 5 years in customer service, customer experience, Call Centre ops, or related management field.
Experience in Philippines market and local consumer service landscape.
Automotive industry experience in OEM, dealer group, or after-sales management preferred.
Experience in BPO, Call Centre, Roadside Assistance, or vendor management.
Strong data analysis skills and ability to drive improvement from data.
Excellent cross-functional coordination and stakeholder influence.

Responsibilities

Manage day-to-day operations and performance of external Call Centre and Roadside Assistance providers.
Establish and improve KPI and SLA management systems and reviews.
Monitor CSAT, NPS, complaint rate, and other customer experience metrics.
Drive VOC management and translate feedback into improvement initiatives.
Lead end-to-end customer issue resolution with cross-functional teams.
Develop and maintain data management and reporting templates for leadership.