Dealer Service Quality Specialist

As a Dealer Service Quality Specialist :

You will be responsible for driving continuous improvements in dealer service capabilities and customer experience across the entire customer lifecycle, including vehicle inquiries, purchase, delivery, and after-sales maintenance. By leveraging customer feedback analysis, data insights, on-site assessments, and improvement initiatives, you will identify service quality gaps, develop actionable solutions, and support implementation to enhance dealer performance and customer satisfaction.

Key Responsibilities:

Analyze satisfaction data, customer feedback, and business performance indicators to identify key service issues and improvement opportunities at dealerships;

Collaborate with sales, after-sales, operations, and other cross-functional teams to drive service improvement initiatives and track implementation effectiveness;

Conduct on-site dealer visits and service quality assessments, verify actual service execution, and deliver visualized evaluation and improvement reports;

Analyze competitive service performance from a customer experience perspective, identify industry trends and best practices, and provide insights for service enhancement;

Regularly report service quality assessment results, improvement progress, and optimization recommendations to management;

Support the team in completing special projects and other tasks assigned by the team leader.