Specialist Customer Experience at Mercedes-Benz

Job description

Job Overview

To strategically manage the Customer Assistance Centre to provide customers with an efficient communication channel and deliver on the Brands customer experience in compliance to the Company's Integrity & Anti Bribery Codes, Conflict of Interest Policy & S.H.E. requirements and to perform delegated S.H.E. tasks and duties & to inform superior about deviations.

Key Duties And Responsibilities

• Roadside Assistance Operations & Customer Service Operations - Management of the CAC to ensure achievement of operational service level KPI's as well as process adherence and delivery of a superior customer experience to the end customer.
• Performance Management & Reporting - Management of all departmental KPI's and performance of department against agreed measurements inclusive of provision of weekly and monthly reports required as defined from time to time.
• Mandate Service Delivery - Ensure optimal delivery of services as per agreed KPI's and service levels to the respective brands including the maintenance of key stakeholders relationships and regular communication. Introduce KPI performance reviews and introduction of corrective action where KPI's are not being met.
• Supplier Management - Effective management of all key suppliers that influence the efficient operation of the Customer Assistance Centre in accordance with the service level and contractual agreements in place.
• Invoicing Reconciliation & Budget Management - Ensure that invoices are reconciled and approved within agreed timelines. Management of the CAC budget and project budgets including the monthly and annual review of actual expenses against budget.
• Project Management - Identify, development, design and implement key projects related to enhancing and improving customer experience. Service 24h and Best Customer Experience Journey to be successfully implemented.
• Process Optimisation & Efficiencies - Review processes & systems for opportunities to enhance service delivery and increase efficiencies from both a process/systems as well as cost saving perspective.

Experience

• 3 to 5 years’ experience in relevant field/technical environment
• Experience in Customer interaction processes, ideally within the automotive industry

Specific Knowledge

• Technical skills
• Project Management
• Marketing and negotiation skills
• Continuous improvement culture
• Strategic Thinking

Education

• Matric plus 3 year (or relevant 3-year qualification) or equivalent
• Business related degree or diploma (BCom as an added advantage)

Mercedes-Benz is proud to be an equal opportunity employer. All qualified applicants will be considered, however the following will apply:

Foreign nationals must qualify for a work visa/permit as per the provisions of the Immigration Act 13, 2002;
Division’s Employment Equity Plan in terms of the Employment Equity Act, No 58, 1998.

CLOSING DATE: 30 May 2017

Strictly no CVs will be considered sent via email. Please apply on our Careers website www.daimler.com

The email address provided is only for queries on this specific requisition.