Customer Relationship Management Specialist

2 months ago


Sandton, South Africa BAIC Automobile SA Full time

**Job Title**:Customer Relationship Management Specialist **Closing date**:21 November 2024

**Job Type**: Full-time

**KEY DUTIES AND RESPONSIBILITIES**:

- Responsible for establishing a CSI evaluation system and platform.
- Connect with IAL system and establish an online feedback platform.
- Prepare and distribute weekly and monthly reports detailing customer feedback.
- Organize and analyze feedback data to identify trends and areas for improvement.
- Conduct a preliminary analysis of customer complaints upon receipt.
- Aim to contact customers within 30 minutes to ensure timely resolution.
- When necessary, invite customers back to the facility for an in-depth assessment and resolution. If customers decline, promptly escalate the matter to management to prevent escalation.
- Manage external communications for batch quality issues.
- Support service activities by managing external releases, policy updates, and collecting responses for continuous improvement.

**EDUCATION AND EXPERIENCE**:

- Bachelor’s Degree in Sales, Marketing, Business Administration or related field
- 1 year or more Automotive Aftersales experience
- 3-5 years of CRM experience, preferably in the automotive industry or a similar customer-focused sector

**COMPETENCIES**:

- Automotive product related knowledge
- Strong analytical skills with experience in customer data management
- Quick response ability
- Have management experience and understand the service operation of Chinese brands in the South African market
- Excellent Communication and Interpersonal Skills

Application Deadline: 2024/11/21



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