Service Quality Coordinator

1 week ago

Johannesburg, Gauteng, South Africa BYD Full time

Position Overview

As a Service Quality Engineer, you will primarily evaluate the service standards across key touchpoints of automotive showrooms—including reception, sales, and after-sales—by simulating the identity of real customers. Your work will directly help ensure service compliance and enhance the overall customer experience.

Roles and Responsibilities

  • Reception & Consultation Assessment
    : Assess the response speed, professionalism, and information accuracy of sales teams through telephone inquiries and on-site visits.
  • Sales Process Evaluation
    : Naturally communicate car purchase needs during interactions, and document how sales staff execute key steps (e.g., vehicle model introductions, test drive arrangements).
  • Store Environment & Service Quality Monitoring
    : Observe on-site details (e.g., showroom cleanliness, vehicle display conditions) and record whether customer flow paths are logically designed.
  • Data Compilation & Reporting
    : Complete comprehensive evaluation reports, summarize insights from reception, sales, and after-sales processes, and deliver objective analyses to support showroom improvement.
  • Additionally, contribute to product quality enhancement initiatives: Monitor market-level product quality, analyze emerging issues, and support cross-functional efforts to drive improvements.

Qualifications

  1. Bachelor's degree in a relevant field (e.g., Automotive Engineering, Business Administration is preferred).
  2. Fluent English (must be used as the working language); proficiency in Chinese is a valuable plus.
  3. Valid South African driver's license, with prior driving experience in South Africa or other African regions.
  4. Previous experience in the automotive industry; familiarity with new energy vehicles is highly desirable.

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