Descripción de la oferta
Position: Aftersales Service Specialist
Country: Spain
Work Location: Pozuelo de Alarcón, Madrid
Department/Team: After Sales Department
Purpose of Role According to entire company development strategy to keep good customer service and enhance aftersales business level. Responsible for aftersales customer inquiry data tracking and analysis, according to data character, design the different analysis dimension, actual reflects the SERVICE status, such as CSS report, quarterly evaluation report, Analysis report, etc.
Responsibilities
- Customer service Management: Regularly clean and analyse customer inquiry from customer centre. Classify all customer inquiries from different channel and judge the primary reason and assign the task to related position.
- Aftersales service campaign data analysis and trace: Collaborate with aftersales teams to analyse customer campaigns (e.g., free inspection, seasonal care, member day events). Track campaign effectiveness (participation rate, conversion rate, ROI) and optimize accordingly.
- Satisfaction & Complaint Management: Monitor aftersales customer satisfaction (CSI) survey results, analyse low-score drivers, and drive improvements. Handle escalated complaints, coordinating with service advisors and workshop teams to resolve issues. Establish Voice of Customer (VoC) feedback mechanisms to improve service processes.
- SERVICE System & Tool Management: Maintain aftersales modules in CSS systems to ensure online process management. Regularly generate SERVICE performance reports (customer complain rate, Reason analysis, etc.).
Requirements
- Associate degree or above (Bachelor degree/Diploma), preferably in Automotive Service Engineering, Mechanical Engineering, or related fields.
- 2+ years of experience in SERVICE, customer operations, or aftersales service; automotive industry experience preferred, including proven track records as an automobile aftersales Customer Service Specialist.
- Understanding of aftersales service processes (maintenance, repairs, warranty claims, extended warranty, etc.).
- Strong data analysis skills, proficient in Excel (pivot tables, common formulas) for customer segmentation and analysis.
- Logical thinking and strong capability of problem analysis.
- Strong communication and coordination skills to work effectively with service advisors, technical managers, and marketing teams.
- Customer-oriented mindset with service awareness and patience.
- Project management ability to independently plan and execute small-scale customer campaigns.
- Experience in call centers or customer complaint handling preferred.
- Fluency in English and other language is essential.
Location & Travel This position will be based in Madrid, and intensive travelling would be required.
