Customer Service Process Specialist

2 months ago


Beijing, Beijing, China Mercedes-Benz Full time
Job Title: Customer Service Process Specialist

At Mercedes-Benz, we are seeking a highly skilled Customer Service Process Specialist to join our team. As a key member of our Customer Service team, you will be responsible for implementing and supporting customer service processes, analyzing data, and providing coaching and support to dealerships.

Key Responsibilities:
  • Implement and support customer service processes, including parts data analysis and reporting.
  • Provide coaching and support to dealerships on parts management and customer service best practices.
  • Update and maintain all parts business data reports.
  • Coordinate central CS marketing aligned events, including communication and Q&A with dealers, feedback, and reporting to the central team.
  • Prepare the Region North CS budget plan, various reports to the central and region, CS quarterly newsletters, and conference presentations.
  • Plan, organize, execute, and document Regional dealer conference CS sessions.
Requirements:
  • University degree preferred.
  • Good command of written and verbal English.
  • Background in the automotive/IT industry (preferably) with retail experiences, excellent oral and written skills, and sound problem-solving abilities.
  • Knowledge of retail/wholesale operations, automotive After-Sales Dealer Management Systems, and coaching and communications skills.
What We Offer:
  • Flexible working hours.
  • Hybrid work arrangement.
  • Health and wellness programs.
  • Employee events.
  • Employee discounts.
  • Barrier-free workplace.


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