Job Description - Manager: Technical Complaint Management (MER00037ZW) Group: Mercedes-Benz Group AG
DescriptionTechnical Complaint Management Set up procedures in the provision of support to customers' dissatisfaction in consistent with contractual obligations.Develop and monitor the implementation of customers' complaint support strategies.Coordinate with internal departments such as Warranty, Part, HUB CCC, etc. to request information and process the next actions to solve customers' complaints.Handle all crucial/outstanding issues that cannot be solved by subordinates.Coordinate with the Legal department/lawyer for court and OCPB cases.Support courtesy car allocation and collect contracts from dealers.Post-sales Technical SupportCoordinate and provide post-sales technical support to meet customer requirements according to the company's guidelines.Analyze customer complaint cases/issues and coordinate with CSD for technical issues.Company RepresentativeBe an authorized representative of MBTh in clarifying or negotiating with customers or government authorities for customer satisfaction and the good image of the company under the Mercedes-Benz brand.Be an authorized representative for witness examination at court cases.Assistance and/or Service to CustomersProvide advice and support to dealer workshops for customer handling cases.Assist customer service activities and projects.People DevelopmentSupport/supervise and coach subordinates to achieve optimum results regarding the objectives of the function and personal development of employees.HUB CCC Case CoordinationSupport HUB CCC for case handling quality improvement.Monitor cases in SIRUIS to close cases in time.Support HUB CCC where information is required.ReportingAssist in the maintenance and reporting of customer service statistics.Prepare monthly reports to management for team performance.Summarize the number of affected models and dealer case support.QualificationsTraining and QualificationMinimum Bachelor's degree in any field.
Technical KnowledgeTechnical knowledge or consumer law knowledge would be highly advantageous. Professional knowledge in automotive or spare parts industries, computer literacy, good command of spoken and written English, customer relationship management, problem-solving, negotiation skills, good communication/interpersonal skills, customer orientation, strong leadership, and high motivation.
ExperiencePreferable in the automotive business.
At least 5 years in Customer service or hospitality industry with intensive experience in working with a multinational environment.
OrganizationOrganization: Mercedes-Benz (Thailand) Limited
Primary LocationPrimary Location: Thailand-Bangkok-Bangkok
Work LocationsWork Locations: Mercedes-Benz Thailand, 11/1, South Sathon Road, 20th Floor, Yannawa, Sathon, Bangkok 10120
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