CRM Supervisor/Manager

Mercedes-Benz Customer Relations Management
1.Control all Customer database of sales and after-sales for all dealerships
2.Manage daily customer survey by phone on customer satisfaction ( Sales & After-Sales of all dealerships)
3.Analyze all customer feedbacks/complaints per month/per year
4.Implement customer care on daily basis and support sales and after with customer complaint handling
5.Support Sales and Services in preparing CSI improvement action plans as required by MB Vietnam and also as initiated by Vietnam Star Automobile Ltd.
6.Coordinate with MBV CRM and MKT team for CSI surveys, CRM activities etc
7.Prepare management reports for CSI improvements and support the implementation of new developed CSI tools.
8.Receive and record all information of customer demand & complaint via hotline
9.Be responsible for CRM part of Auto-line DMS
10.Support MKT events if suggested by BOD
Supporting Ha Noi in related jobs if required
The Job Holder is responsible for the above task as a team and shall allocate the work properly among the team members who she is directly supervising.