Customer Relations Manager

Company Description

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:

Complaint handling

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

Customer communication

• Listen and understand: Listen to customers patiently and understand their needs and grievances.
• Communicate effectively: Communicate solutions clearly and avoid misunderstandings.
• Emotional management: handle the customer's emotions properly and remain calm and professional.

Teamwork

• Coordinate across departments: Work with other departments to ensure issues are resolved quickly.
• Training and guidance: train team members to improve the overall complaint handling ability.

Data analysis and reporting

• Data record: detailed record of complaint information for subsequent analysis.
• Trend analysis: analyze the complaint trend and put forward suggestions for improvement.
• Periodic report: report the handling of complaints to the superior and provide suggestions for improvement.

Customer satisfaction improvement

• Feedback follow-up: After handling the complaint, follow up the customer feedback to ensure that the problem is completely solved.
• Service improvement: according to the complaint feedback, optimize the service process and improve the customer experience.

Crisis management

• Contingency plan: formulate complaint handling contingency plan to ensure that emergencies are handled in a timely manner.
• Crisis public relations: in major complaints or crisis events, take prompt measures to reduce the negative impact.

Compliance and Law

• Compliance: Ensure that complaints are handled in accordance with company policies, laws and regulations.
• Legal risk prevention: identify potential legal risks to prevent the company from falling into legal disputes.

Continuous improvement

• Process optimization: continuously optimize the complaint handling process according to the complaint feedback.
• Customer experience improvement: put forward improvement suggestions through complaint analysis to improve the overall customer experience.

Customer relationship maintenance

• Loyalty enhancement: enhance customer loyalty by effectively handling complaints.
• Customer return visit: visit customers regularly to understand their needs and opinions.

Performance evaluation

• KPI assessment: conduct performance assessment according to complaint handling efficiency, customer satisfaction and other indicators.
• Self-improvement: through training and self-learning, continuously improve the professional ability.

Job Requirements:

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

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

Skills:

• Communication skills: Communicate effectively with customers and internal teams.
• Problem-solving skills: Quickly analyze and solve complex problems.
• Emotional management skills: Keep calm in a high-pressure environment.
• Data analysis ability: find problems and propose improvement measures through data analysis.

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