Customer Care - VW Import



Experienced Position

Career Status

Experienced Professional



Start Date


Main goals and objectives:
This position aims to manage a team of customer care for VW Passenger vehicle and Commercial vehicle based in China region, to be available via phone, email or any other channels 24/7/365 to our customers, handle queries and complaints from customers and monitor 24/7/365 emergency roadside assistance service to customers.

Key tasks and responsibilities:

VW AG VSX projects (CCM index, mystery activities, CCSS etc.)

  • Translate and perform the VW AG VSX CCM KPIs to achieve the organization and strategic goals
  • Localize the VW AG VSX CCM KPI and also meet the local market situation
  • Fulfill Mystery Activities and improve the service ability accordingly
  • Pilot the Complaint Customer Satisfaction Survey and control the escalate risk
  • Monitor the Quarterly reports quality to VW AG VSX

Customer Care Center (outsourced) operation management

  • Establish the Customer Care Center service scope and service level KPIs
  • Review & Optimize Customer Care Center IB & ST operating customer query and complaint process
  • Check & interview IB & Solution team agents recruiting
  • Renew Knowledgebase
  • Keep quality checking and setup Budget and monitor the cost

Customer inquiries and complaint handling management

  • Initiate and optimize customer inquiry and complaint handling process
  • Set up and monitor the Inquiry and complaint handling KPIs to Customer Care Center and dealers
  • Issue the CCM report to dealers and evaluate dealer performance
  • Manage the customer care budget for Complaint Handling
  • Analyze and report the Query and complaint cases

Develop CRM Handbook for dealer CRM staffs including CRM strategy, working process and management tools

  • Monitor the dealer service staff performance and analyze the weak points for dealers according to CCM performance
  • Develop Roadside Assistance Service Scope and organize Pitch for Roadside Assistance service
  • Monitor the Customer Care Center training and organize the customer letter data filter, printing and delivery
  • Other ad hoc tasks

Our Requirements:
Necessary education:

  • Master of Business Administration (MBA)

Personal skills:

  • Customer orientation
  • Excellent communication skill internally & externally
  • Strong responsibility and team work inspirit
  • Strong power on implementation
  • Working experience (in years):
  • 14+ years customer care experience in VGIC
  • Good at office software: PPT, Visio, Excel, Word .etc.

Remarks (Language, IT Knowledge, Certificates etc.):

  • Fluent English and basic German

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