About the job:

• Lead and manage overall auto-service efficiency and quality of auto-service delivery with a strong focus on Instant Message (IM), Call, and Email channels.
• Drive improvements in auto-service coverage and First Contact Resolve (FCR) rate to ensure prompt and effective resolution of customer inquiries and issues.
• Oversee the auto-service quality team to reduce customer effort and enhance customer satisfactions.
• Optimize service tactics to ensure a seamless and pleasant customer experience throughout the E2E interaction journey across products and service roles.
• Lead initiatives to explore and implement evolving technologies, such as Open AI, to enhance and expedite service operation empowerment.
• Stay abreast of technological advancements and integrate suitable technologies to improve auto-service processes and outcomes by leveraging strong collaboration and influence skills.
• Develop and enhance the auto-service operation capabilities through strategic hiring, comprehensive training programs, career path development, Individual Development Plans (IDP), and organizational design.
• Foster a culture of continuous improvement and innovation, ensuring the team is equipped with the necessary skills and capabilities to meet future challenges and opportunities.
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Skills and experience required:

• Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related field. A Master’s degree is preferred.
• Minimum of 8 years of experience in auto service management or a similar role, with a proven track record of leading and improving service operations.
• Strong understanding of customer service principles, including FCR and customer satisfaction metrics.
• Experience with AI technologies and their application in service operations.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data and metrics to drive informed decisions and improvements.
• Proven ability to manage and develop high-performing teams.

More Information: https://www.randstad.cn/jobs/aichan-pin-jing-li_shanghai_90M0146184_16764_EN/