Assistant Manager - Customer Service - Aotomobile

Job Description

Key Responsibilities: - Supervise and mentor a team of customer service representatives. - Provide coaching and training to enhance the team's performance and customer service skills. - Set clear performance goals and conduct regular performance evaluations. - Handle escalated customer complaints and concerns, ensuring swift and satisfactory resolutions. - Monitor customer service interactions to ensure quality and adherence to company policies. - Identify areas for process improvement within the customer service department and recommend solutions. - Collaborate with cross-functional teams to implement enhancements that optimize the customer experience. - Analyze customer feedback and data to identify trends and areas for improvement. - Utilize customer feedback to make data-driven decisions and improvements in service quality. - Maintain effective communication with other departments to ensure a seamless customer experience. - Prepare and present reports on customer service performance to senior management. Qualifications : - Bachelor's degree in automobile, mechanical, or a related field (preferred). - Master's degree in business, management or related or a related field (preferred). - Proven experience in customer service or a related role, with at least [X] years in a leadership or supervisory capacity. - Strong leadership and team management skills. - Excellent communication and interpersonal abilities. - Analytical mindset with the ability to use data to drive decisions. - Proficiency in CRM software and customer service tools. - Commitment to delivering exceptional customer experiences.