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通用旗下高端品牌道郎格高端售后服務(wù)顧問(wèn)(悍馬純電、克爾維特、育空、太浩、探索) 無(wú)責(zé)底薪7-8(參考過(guò)往薪酬)，另外年獎(jiǎng)金在2.4w左右(系數(shù)0.7-1.3)

在招城市：上海、北京、杭州、深圳

Role& Responsibility職責(zé)與責(zé)任
? Customer Reception & Communication客戶接待與溝通:
Welcome and greet customers who come for repairs or maintenance, and understand their needs and vehicle issues. 歡迎并迎接前來(lái)維修或保養(yǎng)的客戶，了解他們的需求和車輛問(wèn)題
Collect basic customer information, including contact details, vehicle information. 收集基本客戶信息，包括聯(lián)系方式和車輛信息
Ask customers about the specific problems with their vehicles, and record the symptoms and issues for both remote
checked-in customer and self-drive customer. 詢問(wèn)客戶車輛的具體問(wèn)題，并記錄遠(yuǎn)程預(yù)約和自駕客戶的車輛癥狀和問(wèn)題
Ensure all service items and costs are confirmed and approved by the customer before proceeding with repairs. 確保在進(jìn)行維修之前，所有服務(wù)項(xiàng)目和費(fèi)用均已獲得客戶確認(rèn)和批準(zhǔn)
Take care of customer per their requirement and guide them when they are in store to use any facility as needed. 根據(jù)客戶要求照顧客戶，并在他們?cè)诘陜?nèi)時(shí)指導(dǎo)其使用所需的設(shè)施
Coordinate with the drivers for vehicle pick-up and delivery and road assistance to ensure smooth handover of customer vehicles 協(xié)調(diào)司機(jī)進(jìn)行車輛的接送和道路援助，確保客戶車輛的順利交接。
? Coordination with Aftersales Backend Team of Dealership與經(jīng)銷商售后后臺(tái)團(tuán)隊(duì)協(xié)調(diào)
Communicate and coordinate with dealer staffs during vehicle repair including but not limited parts specialist, workshop controller, technician, quality specialist, warranty specialist, etc在車輛維修過(guò)程中與經(jīng)銷商工作人員溝通協(xié)調(diào)，包括但不限于業(yè)務(wù)主管、配件專員、車間主管、技術(shù)員、質(zhì)量專家、保修專員等
Communicate with technicians and parts specialist to ensure accurate diagnosis and reasonable pricing. 與技術(shù)員和配件專員溝通，以確保準(zhǔn)確的診斷和合理的定價(jià)

Arrange repair or maintenance services based on vehicle issues and customer needs, ensuring timely service. 根據(jù)車輛問(wèn)題和客戶需求安排維修或保養(yǎng)服務(wù)，確保及時(shí)服務(wù)
Monitor the progress of repairs and provide timely updates to customers. 監(jiān)控維修進(jìn)度，及時(shí)向客戶提供更新
Ensure that repair quality meets standards and perform checks before returning the vehicle to the customer. 確保維修質(zhì)量符合標(biāo)準(zhǔn)，并在將車輛歸還給客戶之前進(jìn)行檢查
Support to complete the payment process by coordinating with dealer finance staff to ensure a smooth process. 協(xié)助完成支付流程，與經(jīng)銷商財(cái)務(wù)人員協(xié)調(diào)以確保順暢處理
Oversee service operations to ensure to meet SOP. 監(jiān)督服務(wù)運(yùn)營(yíng)，確保符合標(biāo)準(zhǔn)操作流程
? Record and Document Management記錄與文檔管理
Maintain repair records and customer files to ensure accuracy and completeness of information. 維護(hù)維修記錄和客戶檔案，確保信息的準(zhǔn)確性和完整性
Maintain all the customer profile in the GM digital platform and ensure the cybersecurity to these data. 在GM數(shù)字平臺(tái)上維護(hù)所有客戶資料，并確保這些數(shù)據(jù)的網(wǎng)絡(luò)安全
Manage repair orders, invoices, and other relevant documents. 管理維修訂單、發(fā)票及其他相關(guān)文檔
? Customer Relationship Management客戶關(guān)系管理
Provide professional after-sales service to maintain and enhance customer relationships. 提供專業(yè)的售后服務(wù)，以維護(hù)和增強(qiáng)客戶關(guān)系
Answer customer’s inquire when be approached regarding vehicle, store facility, service product, process, policy, etc. 在客戶咨詢車輛、門店設(shè)施、服務(wù)產(chǎn)品、流程、政策等問(wèn)題時(shí)給予解答
Introduce new services, products, accessories or promotional activities to improve customer satisfaction and loyalty.
Top of Form Bottom of Form介紹新服務(wù)、產(chǎn)品、配件或促銷活動(dòng)，以提高客戶滿意度和忠誠(chéng)度。
? Manage Customer Complaint in field現(xiàn)場(chǎng)處理客戶投訴
Fully follow the requirement of GM during complaint process and act as parts of the
complaint handling team per required. 在投訴處理中完全遵循通用汽車的要求，作為投訴處理團(tuán)隊(duì)的一部分
Deal with customer complaint and manage urgent cases onsite, and escalate to Store
Manager and central team properly per process. 處理客戶投訴，現(xiàn)場(chǎng)管理緊急情況，并根據(jù)流程適當(dāng)升級(jí)至店經(jīng)理和總部團(tuán)隊(duì)
Listen and act on feedback from customer complaints to ensure the voice of the customer is heard and be escalated properly. 傾聽(tīng)客戶投訴的反饋，確保客戶的聲音被聽(tīng)到并得到適當(dāng)?shù)纳?jí)
Ensuring key performance indicators for the complaints are met, and ensure complaints
are handled according to Durant Guild policy. 確保投訴的關(guān)鍵績(jī)效指標(biāo)得以滿足，并確保投訴按照道朗格標(biāo)準(zhǔn)進(jìn)行處理
Champion the use of CRM within front line teams assisting team leaders with training on
Complaints module within the CRM system. 在前線團(tuán)隊(duì)中倡導(dǎo)使用客戶關(guān)系管理系統(tǒng)(CRM)，協(xié)助團(tuán)隊(duì)領(lǐng)導(dǎo)進(jìn)行投訴模塊的培訓(xùn)
Use learning from complaints to improve the service quality of all customer-facing
progress including sales, delivery, aftersales. 利用投訴經(jīng)驗(yàn)改善所有客戶接觸流程的服務(wù)質(zhì)量，包括銷售、交付和售后
Assist in the responses for disrepair and legal cases providing timely information to GM central. 協(xié)助回應(yīng)維修和法律案件，及時(shí)向通用汽車總部提供信息。
Knowledge, Experience, and Competencies知識(shí)、經(jīng)驗(yàn)和能力