Job Description - Manager: Technical Complaint Management (MER00037ZW) Group: Mercedes-Benz Group AG
DescriptionTechnical Complaint Management Set up procedures in the provision of support for customer dissatisfaction in accordance with contractual obligations.Develop and monitor the implementation of customer complaint support strategies.Coordinate with internal departments such as Warranty, Parts, HUB, CCC, etc. to request information and process actions to resolve customer 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 Support Coordinate and provide post-sales technical support to meet customer requirements according to company guidelines.Analyze customer complaint cases/issues and coordinate with CSD for technical issues.Company Representative Act as 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.Serve as an authorized representative for witness examination in court cases.Assistance and/or Service to Customers Provide advice and support to dealer workshops for customer handling cases.Assist customer service activities and projects.People Development Support, supervise, and coach subordinates to achieve optimum results regarding the objectives of the function and personal development of employees.HUB CCC Case Coordination Support HUB CCC for case handling quality improvement.Monitor cases in SIRUIS to ensure timely case closure.Support HUB CCC where information is required.Reporting Assist 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 Qualification Minimum Bachelor's degree in any field.Technical Knowledge Technical knowledge or consumer law knowledge is highly advantageous.Professional knowledge in the 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.Experience Preferably in the automotive business.At least 5 years in customer service or hospitality industry with intensive experience in working with a multinational environment.OrganizationPrimary LocationWork Locations11/1, South Sathorn Road, 20th Floor, Yannawa, Sathon
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