Job Description

　　Responsibility

　　The position is responsible for defining and designing the experience points and processes for each customer contact channel, effectively manage third-party service quality, and support a services platform with The Durant Guild characteristics.

　　Regarding to the D2C business model, this position will be responsible for the design and manage all the Frontier touch points with customers, from new car sale enquire and aftersales service from multiple channels.

　　As the window of company and voice from customer, this position will take lead to align and coordinate internal and external stakeholders to ensure the smooth communication, effective issue solved and report out the risk.

　　Set up a contact center which will includes multiple channels, cross function involved and agency according to GMPI customer journey.

　　Manage the daily operations of contact center integration, and respond to and resolve exceptional service issues

　　Improve the service quality of the contact center to ensure the service quality of the customer service team

　　Analyze and mine customer inquiry data to provide valuable improvement suggestions for business departments while enhancing customer experience

　　Develop contact SOP and requirements for the digital to ensure the high efficiency on the operation.

　　Knowledge:

　　Broad Knowledge of customer care, call center, aftersales business in sectors. Knowledge of customer-related regulation like three guarantees etc.

　　Skills:

　　Familiar with call center team management

　　Data sensitive, strong logic skills, strong ability to promote and execute projects

　　Good at communication, excellent team cooperation skills

　　Build a service platform and design customer care would be a plus

　　Experience/Education:

　　Bachelor’s degree or above

　　7+ years’ relevant automotive after-sales work experience, and has experience in high-end brand aftersales service is a plus

　　Competencies:

　　Good in English listening, speaking, reading and writing

　　Have a strong affinity, interpersonal communication and coordination skills and a sense of teamwork

　　Familiar with most office software

　　Strong ability to motivate people in an international environment

　　About GM

　　Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

　　Why Join Us

　　We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

　　Diversity Information

　　General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.

　　We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

　　We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:

　　Our Company (https://search-careers.gm.com/en/working-at-gm/)

　　Our Culture

　　How we hire​​​​​​​ (https://search-careers.gm.com/en/how-we-hire/)

　　Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.

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　　The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] .In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.