What are the responsibilities and job description for the Senior Customer Complaint Specialist position at BYD?
Recruitment Requirements for Senior Customer Complaint Specialist
1. Education requirements:
Bachelor's degree or above, marketing, business administration, psychology,public relations, law or related major;
2. Work experience:
at least 1 year or more of experience in handling customer complaints, customer service management, or after-sales support, with a background in the renewable energy, Internet, e-commerce, finance, fast-moving consumer goods, or large manufacturing enterprises;
3. Core competencies:
Excellent communication and coordination skills, as well as emotional management skills, can efficiently handle high-emotional customer complaints;
Familiar with the customer complaint handling process and crisis response mechanism, can independently lead the closed-loop solution of complex customer complaints;
Strong logical analysis and problem-solving ability, can extract systematic improvement plan from customer complaints;
Skilled in using CRM system, office software (Excel/Word/PPT) and data analysis tools, can output high-quality customer complaint analysis report
Job Responsibilities:
1. Responsible for interpreting domestic and foreign project contracts
2. Responsible for call center customer service reception
3. Responsible for training and promoting the use and optimization of domestic energy storage after-sales systems, and maintenance of after-sales system information.
4. Responsible for actively collecting feedback on after-sales quality, and working with the quality department to improve and optimize quality issues.