Job Description

Responsibilities

1.Client Satisfaction Management and Courtesy Car Support

  • Oversee customer complaint handling processes and support SAs as the escalation point.

  • Ensure all complaints are handled promptly, professionally, and effectively.

  • Monitor case progress and ensure proper follow-up until closure and NPS.

    • 2. Customer Experience (CE) Goodwill Claims & Documentation

  • Review and manage goodwill claims to ensure compliance with company and OEM policies.

  • Validate accuracy and completeness of all supporting documentation prior to submission.

  • Monitor claim status and ensure timely processing and reporting.

    • 3. Service Advisor Team Support

  • Provide guidance and decision support to Service Advisors on Credit Note (CN) and goodwill-related cases.

  • Ensure consistency in decision-making across the SA team.

  • Approve or escalate cases in line with auth...

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