Senior Officer-Customer Care, Greater China

Senior Officer-Customer Care

Location: Macau

Job Details: Onsite - Full Time

Do you want to develop world-class skills, build a brilliant career, and thrive within a highly supportive team? Join Inchcape Greater China, part of Inchcape’s global network.

You’ll play a key part in growing a global business that’s transforming our industry, working with the world’s leading automotive brands, and delivering great experiences for our customers.

Our Marketing team is seeking a Senior Officer-Customer Care to join our team in Macau. In this position you will collaborate with a dynamic, diverse team to deliver exceptional service and repairs, bringing your expertise and passion for quality to drive your career forward.

What you'll do

• Take full responsibility for customer relationship management at the after-sales service centre, including maintaining customer profiles and service records
• Conduct customer follow-ups via phone calls and SMS to collect feedback and satisfaction ratings
• Analyse customer feedback data and develop customer satisfaction improvement plans
• Assist in handling customer complaints and disputes, ensuring timely and effective resolution
• Plan and organise customer engagement activities (e.g. owners’ gatherings and after-sales service experience events)
• Collaborate closely with after-sales service managers, service advisors, and technicians
• Prepare regular customer satisfaction reports to support management decision-making
• Conduct market and competitor research and propose differentiated service initiatives
• Perform other duties as assigned by management

• Daily Customer follow-ups, front-desk support, customer record updates, complaint handling
• Weekly or monthly Satisfaction analysis, activity planning and execution, cross-department coordination, report preparation
• Quarterly Customer relationship evaluation, market research, and support for internal training

About you

To be successful in this role you will be:

• Experience in customer service, customer relationship management, or after-sales service is preferred
• Strong communication and coordination skills, with the ability to handle customer feedback and complaints professionally
• Customer-oriented, detail-minded, responsible, and execution-focused
• Able to multitask and work effectively with cross-functional teams
• Proficient in spoken and written Cantonese, English & Mandarin

We offer you

• Benefit from clear career paths, continuous learning opportunities including technical training with Toyota.
• Access comprehensive health and life insurance.
• Enjoy exclusive colleague perks, including discounts on vehicle purchases and more.

About us

Inchcape is a leading global automotive distributor and retailer, operating in over 40 markets. With a strong presence in Hong Kong and Macau, we are committed to transforming the customer experience, driving innovation, and shaping the future of mobility. At the heart of our success is our people – and clear, compelling communication is key to unlocking their potential.

Start your journey

If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. You might be the perfect fit we’re looking for. Join our team and become part of a leading global automotive company that is transforming tomorrow, together.

Opportunity for everyone

Inchcape actively encourages applicants from all identities, backgrounds, and experiences, helping ensure our workforce is representative of the global communities we operate in. Click here to learn more about our commitment to Inclusion and Diversity.

Additional information request

Selected candidates will be contacted to initiate our hiring journey. We may request additional information from applicants to better understand your background, qualifications and experience for the role.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, or disability.