Job Summary: The Quality and Customer Experience Coordinator ensures excellence in service delivery and optimizes the customer experience across all after-sales stages. Key Highlights: 1. Lead quality management and after-sales processes. 2. Continuously monitor and enhance customer experience. 3. Develop and engage teams in a culture of exceptional service. The **Master Performance (Quality and Customer Experience Coordinator)** \- Is responsible for ensuring the dealership delivers excellent service aligned with customer expectations and needs. This professional monitors service quality, analyzes customer feedback, and implements corrective and continuous improvement actions to optimize the customer experience across all after-sales process stages. **Job Objective** * Ensure customer experience is elevated and aligned with manufacturer and dealership performance indicators. **Key Responsibilities:** **1\. Quality Management** * Establish and monitor service quality standards at the dealership, ensuring all processes—from vehicle reception to delivery—meet excellence requirements. * Conduct periodic audits of after-sales services (workshop, vehicle washing, vehicle delivery) to verify compliance with established standards. * Develop and implement procedures for continuous quality improvement, focusing on reducing failures and increasing operational efficiency. **2\. Customer Experience Monitoring** * Collect and analyze customer feedback via satisfaction surveys, online reviews, direct interactions, and other communication channels. * Identify areas for improvement across the customer journey—from service scheduling through post-service—proposing and implementing solutions to enhance experience. * Track progress of customer satisfaction and loyalty indicators (NPS, RETENTION, RECOMMENDATION, etc.) and define strategies to improve these metrics. **3\. Team Training and Development** * Coordinate training and capacity-building programs for customer service and technical service teams, focusing on improving customer experience and delivering high-quality service. * Collaborate with team leaders to ensure all staff understand the importance of service quality and align with dealership expectations. * Foster a customer-centric service culture across the entire dealership, ensuring all employees are engaged in delivering an exceptional experience. **4\. Complaint and Suggestion Management** * Supervise and manage the customer complaint resolution process, ensuring all complaints are addressed effectively and within established timeframes. * Implement strategies to resolve issues raised by dissatisfied customers and transform negative situations into opportunities for improvement and customer retention. * Conduct periodic meetings with involved teams to discuss complaints and identify applicable corrective actions. **5\. Customer Relationship and Loyalty Initiatives** * Develop customer relationship and loyalty initiatives aimed at increasing satisfaction and loyalty to the dealership. * Plan and execute after-sales campaigns to engage customers, such as service promotions, special offers, and personalized communications. * Serve as the primary point of contact for VIP customers or situations requiring special attention. **Requirements and Qualifications:** * **Education**: Completed bachelor’s degree, preferably in Business Administration, Quality Management, Marketing, or related fields. * **Experience**: Prior experience in quality management, customer service, or process management within dealerships or automotive industry companies. * **Technical Knowledge**: * + Quality management and continuous improvement techniques (e.g., Kaizen, Six Sigma, 5S, 5W2H, etc). + Tools for collecting and analyzing customer feedback (satisfaction surveys, NPS, RETENTION, RECOMMENDATION, etc). + Customer service and experience processes. + Familiarity with CRM tools and customer relationship management systems. * **Behavioral Skills**: * + Excellent verbal and written communication skills, with ability to interact effectively with customers and teams. + Leadership capability and ability to develop teams focused on customer service and experience. + Analytical thinking and results orientation. + Proactivity in identifying improvement opportunities and implementing effective changes. + Empathy, patience, and ability to resolve conflicts and challenging situations. **Related Performance Indicators:** * Customer satisfaction metrics, such as NPS, RETENTION, RECOMMENDATION, among others, with continuous improvement. * Number of complaints resolved satisfactorily and within the shortest possible timeframe. * Efficiency in implementing corrective and improvement actions based on customer feedback. * Team engagement and capability development to deliver high-quality service. * Customer retention and increased return rates for after-sales services.
João Silva
Indeed · HR
João Silva
Indeed · HR
