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    Customer Care Manager - Quito, Ecuador - Continental

    Continental
    Continental Quito, Ecuador

    hace 3 horas

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    De jornada completa
    Descripción

    Job Description

    Ensure complaint handling procedure according to international warranty group.

    Technical product and sales tecniques training for South America region. Responsbile to manage the training team, content approval, content updates, new tools and ensure the method is being applied throghout the region.

    Responsbile to ensure resellers and sales force engagement, indentify and fulfill their training needs - by using our LMS (ContiAcademy) or on demand trainings.

    Ensure the accomplishment of all CCS and Americas coordination requests.

    Reponsible to manage the Ombudswomen team in South America region, create and maintain systems and tools, support the Field Engineering team to process warranties claims through Zendesk and OCH, supervise and encourage new initiatives/projects to support the end consumer, monitor/improve the KPIs related to this area (response time, ReclameAqui, waiting time, etc).

    Responsbile to manage the Customer Experience team in South America region, ensure we are giving the best practicies avaible in the market to our resellers, develop and apply trainings, new methods and/or systems based on analytical data to improve the customer satisfaction, understand the customer journey in the markets to improve the KPIs and assessment scores.

    Qualifications

    Bachelor's degree (business administration, engineering or related areas).
    - Process/quality projects at tire or automotive plant is desirable.

    Advanced English. Portuguese knowledge is desirable.

    Availability to live in Quito - Ecuador.

    Minimum experience of 5 years in related positions.

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