After-sales Customer Experience Specialist

About the role

The After-sales Customer Experience Specialist will drive customer satisfaction across key overseas markets by managing performance indicators, handling complaints, and gathering direct feedback from dealers and end‑users. This role combines data analysis, stakeholder training, and on‑ground research to continuously improve the after‑sales service experience.

Key responsibilities

• Collect, consolidate and analyse Customer Satisfaction Index (CSI) reports from overseas distributors and provide training to improve under‑performing indicators.
• Manage the full complaint lifecycle: gather complaints from the GAIC mailbox, categorize cases, track weekly updates, and analyse closure rates.
• Conduct outbound research projects to verify satisfaction levels in priority markets.
• Lead Voice of Customer (VOC) interviews with key dealer clients, identify service strengths and weaknesses, and co‑create optimisation solutions.
• Recruit and coordinate mystery shoppers to evaluate the complete after‑sales service process at dealer outlets.

Required profile

• Bachelor’s degree or higher, preferably in Vehicle Engineering, International Trade or related fields.
• Fluent English for daily work.
• Minimum 3 years of experience in the automotive after‑sales industry.
• Strong sense of confidentiality, compliance and safety; meticulous and patient in daily tasks.

Required skills

• Proficiency with mainstream office software (Microsoft Office, Excel, Word, PowerPoint).

What we offer

• Opportunity to influence after‑sales service standards across multiple international markets.
• Collaborative environment with cross‑functional teams and global distributors.