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...