Client Experience Manager

Responsibilities

1.Client Satisfaction Management and Courtesy Car Support

• Oversee customer complaint handling processes and support SAs as the escalation point.
• Ensure all complaints are handled promptly, professionally, and effectively.
• Monitor case progress and ensure proper follow-up until closure and NPS.

2. Customer Experience (CE) Goodwill Claims & Documentation

• Review and manage goodwill claims to ensure compliance with company and OEM policies.
• Validate accuracy and completeness of all supporting documentation prior to submission.
• Monitor claim status and ensure timely processing and reporting.

3. Service Advisor Team Support

• Provide guidance and decision support to Service Advisors on Credit Note (CN) and goodwill-related cases.
• Ensure consistency in decision-making across the SA team.
• Approve or escalate cases in line with authority levels and company procedures.

4. Goldstar and Red Flag Case Management

• Supervise and control all Goldstar and Red Flag cases within the team.
• Ensure proper escalation, investigation, and timely resolution.
• Conduct root cause analysis and implement corrective and preventive actions.

5. High Alert Case Management

• Manage high-priority and sensitive customer cases.
• Coordinate closely with Aftersales Manager, workshop, and relevant stakeholders.
• Ensure urgent action is taken to minimize customer impact and protect brand image.

Other duties

Any other duties as and when required by senior company managers that are reasonably within the capabilities of the person and are aimed at achieving the company’s objectives and goals.

Qualification

• Bachelor's degree in related field
• Minimum 5–8 years of experience in after-sales operations, customer experience, or Service Advisor functions, with team leadership experience preferred
• Experience in the automotive industry is a must
• Strong experience in Service Advisor or after-sales operations
• Good understanding of OEM processes, goodwill, and complaint handling
• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Ability to manage escalations and high-pressure situations