Customer Service

Vor 7 Tagen

Frankfurt am Main, Deutschland DMTG GmbH Vollzeit

**Company Overview**:
Our client is a globally renowned Chinese automotive manufacturer committed to user-centric innovation, delivering exceptional automotive products and service experiences to consumers worldwide. With a presence in over 100 countries and regions, the company has established significant international influence. Boasting a strong global footprint, it has maintained its leadership in China's passenger vehicle exports for 22 consecutive years, showcasing its industry dominance and sustained competitiveness.

**Responsibilities**:

- Develop and implement customer operations strategies for the German and European markets, overseeing end-to-end management from lead conversion to after-sales service to enhance customer retention and repurchase rates.
- Design customer segmentation models and implement differentiated operational approaches through personalized services.
- Establish a customer satisfaction monitoring system, regularly collecting NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) data, analyzing feedback, and driving cross-departmental improvements.
- Lead customer complaint resolution processes, setting a 72-hour response standard, and tracking progress via digital tools (e.g., CRM systems).
- Consolidate customer data (transactional, behavioral, feedback) to build 360° customer profiles, supporting product iteration and marketing strategies.

**Requirements**:

- Bachelor's degree or above in Marketing, International Business, or related fields; 3+ years of customer operations experience, preferably in the automotive industry.
- Strong understanding of the German automotive market, EU environmental regulations (e.g., carbon emission standards), and circular economy systems, with experience in building customer operations frameworks from scratch.
- Native-level German and fluent English proficiency for in-depth communication with local clients and dealers.
- Familiarity with GDPR and German consumer protection laws, with the ability to design compliant customer data management processes.

**Interested?

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