Responsibilities:

1. Customer Support Management: Lead the customer service team to deliver excellent support to customers, ensuring quick and effective issue resolution.

2. Complaint Handling: Oversee the resolution of customer complaints related to sales, servicing, or vehicle performance.

3. Team Training: Train and mentor customer service representatives to enhance their skills and knowledge of products and services.

4. Customer Retention: Develop strategies to improve customer satisfaction and loyalty, including follow-ups and feedback collection.

5. Process Improvement: Optimize customer service workflows to enhance efficiency and quality of service.

6. Collaboration: Work with sales, service, and operations teams to ensure seamless customer experiences.

7. Reporting: Monitor KPIs, such as response time, resolution rates, and customer satisfaction, and prepare reports for management.

8. Conflict Resolution: Manage escalated issues, ensuring a positive resolution and maintaining customer trust.

Requirements:

1. Experience in customer service, preferably in the automotive industry.

2. Strong leadership and communication skills.

3. Problem-solving and conflict-resolution expertise.

4. Knowledge of CRM systems and customer service metrics.

5. Ability to handle high-pressure situations effectively.

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