about the company.
Internet
about the team.
AI
about the job.
- Lead and manage overall auto-service efficiency and quality of auto-service delivery with a strong focus on Instant Message (IM), Call, and Email channels.
- Drive improvements in auto-service coverage and First Contact Resolve (FCR) rate to ensure prompt and effective resolution of customer inquiries and issues.
- Oversee the auto-service quality team to reduce customer effort and enhance customer satisfactions.
- Optimize service tactics to ensure a seamless and pleasant customer experience throughout the E2E interaction journey across products and service roles.
- Lead initiatives to explore and implement evolving technologies, such as Open AI, to enhance and expedite service operation empowerment.
skills and experience required.
- Bachelor's degree in Business Administration, Engineering, Computer Science, or a related field. A Master's degree is preferred.
- Minimum of 8 years of experience in auto service management or a similar role, with a proven track record of leading and improving service operations.
- Strong understanding of customer service principles, including FCR and customer satisfaction metrics.
- Experience with AI technologies and their application in service operations.