OMODA UK
Customer Complaint & Customer Experience Specialist
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About Us
OMODA & JAECOO
OMODA & JAECOO are new brands built by Chery Group, which is a leading Chinese automobile company. OMODA & JAECOO operate individually from other brands of Chery Group. Its business scope covers the R&D, production, and sales of passenger cars.
Chery Motors
Since founded, Chery has always taken adhering to technology-driven strategy, creating a vehicle brand with international competitiveness and influence as its corporate vision. Relying on the constant pursuit of technological innovation, Chery has become the first passenger vehicle enterprise in China to master the core technology of engine, gearbox, chassis, platform, and new energy, and the first one in China to export vehicle, CKD parts, engine and vehicle manufacturing technology and equipment to overseas market.
Chery has always focused on developing domestic and international markets. Chery has continuously deepened its globalization through the implementation of product strategy, localization strategy and talent strategy. After more than 20 years of development, Chery’s sales and services network covers more than 80 countries and regions and has won the trust of over 11 million consumers worldwide.
Job Summary
Reporting to the OJ Senior Regional Aftersales Manager, this role is fully responsible for the daily handling, escalation management and closed-loop resolution of all customer complaints for OMODA & JAECOO UK. The incumbent will conduct regular complaint data statistics, root cause analysis and problem optimisation, independently manage brand customer experience systems including CSI customer satisfaction evaluation, track service quality performance, launch experience improvement initiatives, and support the continuous upgrading of the UK after-sales service system and brand reputation building for OMODA & JAECOO brands.
Key Responsibilities
1. Customer Complaint Full Lifecycle Management
- Undertake all levels of customer complaints of OMODA & JAECOO UK brand, including after-sales maintenance, warranty service, vehicle quality, dealer service attitude, accessory supply and other related issues;
- Establish a standard complaint acceptance, assessment, processing, feedback and closed-loop settlement process, efficiently resolve customer disputes, control complaint escalation risks, and reduce negative public opinion and customer loss;
- Coordinate internal technical departments, warranty teams and authorised dealers to promote the implementation of complaint solutions, ensure timely and professional response to customer demands, and improve complaint resolution rate and customer reconciliation rate.
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2. Complaint Data Analysis & Problem Optimisation
- Regularly sort out complaint data, classify and count complaint types, frequency, regional distribution and dealer problem concentration;
- Dig deep into the root causes of recurring complaints and typical service problems, form weekly/monthly complaint analysis reports, put forward targeted improvement suggestions for process, service and product problems;
- Track the implementation effect of improvement measures, supervise dealers and internal teams to rectify non-standard service behaviours, and continuously reduce the overall complaint rate of the brand.
3. Customer Experience & CSI System Management
- Independently operate and manage the brand CSI (Customer Satisfaction Index) evaluation system, complete regular customer return visits, satisfaction data statistics, scoring sorting and result analysis;
- Monitor core experience indicators including after-sales satisfaction, service timeliness, customer loyalty and dealer service compliance, identify experience pain points in a timely manner;
- Combined with CSI data and complaint cases, formulate customer experience optimisation plans, assist the after-sales team to carry out service standard training and supervision, and comprehensively upgrade brand after-sales customer experience;
- Responsible for regular reporting of CSI performance and customer experience status to the after-sales management team, providing data support for after-sales strategy adjustment.
4. Brand Service Standardisation & Daily Operation Support
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- Sort out and optimise the UK market after-sales complaint handling SOP and customer experience management standards, unify brand service calibre;
- Guide and supervise the complaint handling work of regional dealers, answer daily service consultation and problem coordination demands;
- Cooperate with brand after-sales activities, customer care programmes and service quality audits to maintain the premium service image of OMODA & JAECOO brand in the UK.
Job Requirements
Education Background
- Bachelor’s degree or above in Business Administration, Customer Service, Automotive Engineering or related majors;
Work Experience
- 2+ years of customer complaint handling, customer experience or after-sales service management experience in the automotive industry; candidates with UK/EU local auto brand working experience or Chinese new energy brand overseas after-sales experience are preferred;
Professional Competence
- Familiar with automotive after-sales service process, warranty policy and customer satisfaction (CSI) management system;
- Proficient in data analysis and report writing, able to accurately locate service and product problems;
Language Skill
- Fluent in oral and written English (working language), able to independently complete English customer communication, report writing and cross-departmental coordination;
Comprehensive Quality
- Strong logical thinking, crisis public relations awareness and closed-loop execution;
- Good customer empathy, communication negotiation and problem-solving ability, able to efficiently resolve complex customer complaints;
- Familiar with UK local consumer protection regulations and auto after-sales service norms, with strong team coordination and pressure resistance.
Key Performance Indicators (KPI)
- Customer complaint closed-loop resolution rate & on-time processing rate;
- Brand overall complaint rate & repeated complaint rate;
- CSI customer satisfaction score & year-on-year improvement rate;
- Dealer service standard compliance rate & problem rectification completion rate.
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