Customer Services Management Manager

***IMPORTANT: To apply for this job, you should create or update your profile on MERCEDES-BENZ TALEO SYSTEM via the link :http://amg4.me/Manager_CCCmngt.
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Are you good at in communication and convincing people and build trust with customer? If you are a highly customer-centric professional looking for opportunities to bring your skills to the next level and put your pioneering spirit to good use, this is where you come in! We are looking for a Manager, Customer Services Management to join our team.

What’s the role?

A good deal of your time will be spent on technical management, service measure, product liability and product quality management. As a second level coordination for all Customer Contact Center (CCC) requests, you will handle customer escalation requests, assist dealers in resolving requests and support HQ communication, if necessary.

As a Manager, Customer Services Management you will be responsible for monitoring Legal risk and social media viral to escalate to the management, conducting correspondence in respect of customer care & consultant, handling customer complaint & customer satisfaction. And for sure, leadership & HR Development is also a part of your job which includes leading team members, building teamwork and ensuring diversity & compliance in the assigned area.

The last but not least, you will control campaign and lead management in salesforce through monitoring and analyzing customer request and complaint; rectifying process monitoring CCC’s KPI of retailers and propose measures/ supports for improvements.