Customer Satisfaction Specialist

• Coordination of the customer satisfaction survey
• Analysis of the results of the survey and establishing action plans to address any critical areas
• Developing, recommending and monitoring all corrective actions in cooperation with Sales Zone Managers
• Ensuring that all implementations of action plans take place in a timely manner to enable dealers to reach their KPI’s
• Investigating any customer complaints and non-conformance issues
• Reporting on progress of DCSI results at KMCz

Training plans:
• Identifying training needs to meet quality standards
• Developing a training programme based on KME guidelines and implemented according to local market needs – Academy
• Planning and organising the soft skills training for sales staff of our dealerships
• Product training in cooperation with the Marketing Product team
• Cooperating with external agencies on the implementation of the trainings
• Controlling the budget for the trainings
• Evaluating training effectivity – mystery shopping
• Reporting on outcomes of Training and CQ activities and communicating the results

Person Specification:

• Experience in automotive Customer Quality is an advantage
• 2-3 years’ experience in customer quality field required
• Good understanding of automobile industry trends
• Very good presentation skills.
• Negotiation and trouble shooting skills.
• Good English communication skills.
• Master degree of business administration preferable.
• Good computer skills (MS-Office, specially Excel, SAP preferable and JATO)
• Quality oriented and accurate working style
• Results driven
• Willingness to work in an international environment
• Willingness to travel abroad

Automobilový průmysl, výroba dopravních prostředků

automotive