▪ Standard continental service hotline, ChatBot,email and other channel ticket handling which including all business related inquiry and tire product&service complaint. (Covering pre-sales/mid-sales/after-sales period)
▪ Act as the member of conti care hub for kinds of ticket handling which including ticket creation/assignment/transfer/escalation/closing.
▪ Closely cooperation and communication with all business cross functions as well as external service providers.
▪ Prompt customer satisfaction survey for ticket handling result and improvement opportunity development to support business.
▪ Be familar with local warranty handling procedures in accordance with Continental’s policy.
▪ Closely cooperation and communication with TCS engineers for warranty procedure optimizaiton proposal collection.
▪ Maintain TCS warranty system (COC/SAP/CORS) to ensure complaint case submit efficiency and effectiveness.
▪ Warranty procedure and system function training to internal and external customers accoridng to the requirements.
▪ Be involved into TCS projects for total warranty service solution.
▪ Be active to participate cross business fuction projects and task follow-up for business development.
▪ Support related TCS Project tasks in agreement with local Sales & Marketing organization
▪ Regular conti care performace reporting which including customer voice & cross business functions ticket handling performance tracking.
▪ Kinds of digital wararnty system performance reporting which including ChatBot , TWIS , CATI performance report etc.
▪ Kinds of warranty data analysis which including e-commerce channel tire complaint data analysis ( JD/TUHU/T-Mall ,etc) and tire technical compensation and commercial compensation ( OE / RE )
▪ Continuously optimization opportunity for data analyze and regular report presentation
College degree or above ; Major in Business or Engineering or other relevant major ; CET-6;
1 year relevant working experience or above ; Call center experience is preferred; Have good communication skills; Have interest in tire industry
Fluent mandarin and basic English communication is required. Good in English an Cantonese is preferred.
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