Customer Brand Experience Staff

Job Summary:
The role is responsible for developing, implementing, and monitoring Dealer Operation Standard (DOS) Sales activities to ensure dealer compliance, enhance sales process quality, and execute strategic action plans for a consistent customer experience across the dealer network.
Job Descriptions:
Major Responsibilities:
1. Dealer training & standards implementation
• Training material development: develop, and update DOS Sales training materials to ensure they are practical and aligned with company standards & updating content on e-learning system.
• Dealer training: conduct basic DOS Sales training for new dealers and provide ongoing guidance based on the company's strategic plan.
2. Dealer quality monitoring & evaluation
• Performance tracking: monitor and report on dealer compliance regarding DOS Sales; provide support for inquiries and ensure adherence to standard guidelines.
• Dealer quality evaluation: collaborate with related sections to conduct periodic quality audits to maintain high operational standards across the network.
3. Customer Experience (CX)
• SSI & VOCs tracking: monitor Sales Satisfaction Index (SSI) scores and collect the "Voice of the Customer" (VOC) to identify operational weaknesses.
• Root cause analysis & execute action plan improvement: coordinate with relevant departments to analyze performance gaps and determine root causes for customer dissatisfaction; implementation of improvement action plans, ensuring dealers follow through on corrective measures.
4. Complaints handling:
• Support the Call Center in resolving high-level customer complaints related to the sales process of in charged dealers.
Minor Responsibilities:
• Summarize and report results for all assigned tasks to management.
• Onboard and train new team members on company policies, procedures, and internal systems.
• Participate in required corporate training and perform other duties as assigned.