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通用旗下高端品牌道郎格高端售后服務顧問(悍馬純電、克爾維特、育空、太浩、探索) 無責底薪7-8(參考過往薪酬)，另外年獎金在2.4w左右(系數0.7-1.3)

在招城市：上海、北京、杭州、深圳

Role& Responsibility職責與責任
? 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. 歡迎并迎接前來維修或保養的客戶，了解他們的需求和車輛問題
Collect basic customer information, including contact details, vehicle information. 收集基本客戶信息，包括聯系方式和車輛信息
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. 詢問客戶車輛的具體問題，并記錄遠程預約和自駕客戶的車輛癥狀和問題
Ensure all service items and costs are confirmed and approved by the customer before proceeding with repairs. 確保在進行維修之前，所有服務項目和費用均已獲得客戶確認和批準
Take care of customer per their requirement and guide them when they are in store to use any facility as needed. 根據客戶要求照顧客戶，并在他們在店內時指導其使用所需的設施
Coordinate with the drivers for vehicle pick-up and delivery and road assistance to ensure smooth handover of customer vehicles 協調司機進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與經銷商售后后臺團隊協調
Communicate and coordinate with dealer staffs during vehicle repair including but not limited parts specialist, workshop controller, technician, quality specialist, warranty specialist, etc在車輛維修過程中與經銷商工作人員溝通協調，包括但不限于業務主管、配件專員、車間主管、技術員、質量專家、保修專員等
Communicate with technicians and parts specialist to ensure accurate diagnosis and reasonable pricing. 與技術員和配件專員溝通，以確保準確的診斷和合理的定價

Arrange repair or maintenance services based on vehicle issues and customer needs, ensuring timely service. 根據車輛問題和客戶需求安排維修或保養服務，確保及時服務
Monitor the progress of repairs and provide timely updates to customers. 監控維修進度，及時向客戶提供更新
Ensure that repair quality meets standards and perform checks before returning the vehicle to the customer. 確保維修質量符合標準，并在將車輛歸還給客戶之前進行檢查
Support to complete the payment process by coordinating with dealer finance staff to ensure a smooth process. 協助完成支付流程，與經銷商財務人員協調以確保順暢處理
Oversee service operations to ensure to meet SOP. 監督服務運營，確保符合標準操作流程
? Record and Document Management記錄與文檔管理
Maintain repair records and customer files to ensure accuracy and completeness of information. 維護維修記錄和客戶檔案，確保信息的準確性和完整性
Maintain all the customer profile in the GM digital platform and ensure the cybersecurity to these data. 在GM數字平臺上維護所有客戶資料，并確保這些數據的網絡安全
Manage repair orders, invoices, and other relevant documents. 管理維修訂單、發票及其他相關文檔
? Customer Relationship Management客戶關系管理
Provide professional after-sales service to maintain and enhance customer relationships. 提供專業的售后服務，以維護和增強客戶關系
Answer customer’s inquire when be approached regarding vehicle, store facility, service product, process, policy, etc. 在客戶咨詢車輛、門店設施、服務產品、流程、政策等問題時給予解答
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、產品、配件或促銷活動，以提高客戶滿意度和忠誠度。
? Manage Customer Complaint in field現場處理客戶投訴
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，作為投訴處理團隊的一部分
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，現場管理緊急情況，并根據流程適當升級至店經理和總部團隊
Listen and act on feedback from customer complaints to ensure the voice of the customer is heard and be escalated properly. 傾聽客戶投訴的反饋，確保客戶的聲音被聽到并得到適當的升級
Ensuring key performance indicators for the complaints are met, and ensure complaints
are handled according to Durant Guild policy. 確保投訴的關鍵績效指標得以滿足，并確保投訴按照道朗格標準進行處理
Champion the use of CRM within front line teams assisting team leaders with training on
Complaints module within the CRM system. 在前線團隊中倡導使用客戶關系管理系統(CRM)，協助團隊領導進行投訴模塊的培訓
Use learning from complaints to improve the service quality of all customer-facing
progress including sales, delivery, aftersales. 利用投訴經驗改善所有客戶接觸流程的服務質量，包括銷售、交付和售后
Assist in the responses for disrepair and legal cases providing timely information to GM central. 協助回應維修和法律案件，及時向通用汽車總部提供信息。
Knowledge, Experience, and Competencies知識、經驗和能力