Role& Responsibility职责与责任 01 Customer Reception & Communication客户接待与沟通: Welcome and greet customers who come for repairs or maintenance, and understand their needs and vehicle issues. 欢迎并迎接前来维修或保养的客户，了解他们的需求和车辆问题 Collect basic customer information, including contact details, vehicle information. 收集基本客户信息，包括联系方式和车辆信息 Ask customers about the specific problems with their vehicles, and record the symptoms and issues for both remote checked-in customer and self-drive customer. 询问客户车辆的具体问题，并记录远程预约和自驾客户的车辆症状和问题 Ensure all service items and costs are confirmed and approved by the customer before proceeding with repairs. 确保在进行维修之前，所有服务项目和费用均已获得客户确认和批准 Take care of customer per their requirement and guide them when they are in store to use any facility as needed. 根据客户要求照顾客户，并在他们在店内时指导其使用所需的设施 Coordinate with the drivers for vehicle pick-up and delivery and road assistance to ensure smooth handover of customer vehicles 协调司机进行车辆的接送和道路援助，确保客户车辆的顺利交接。 01 Coordination with Aftersales Backend Team of Dealership与经销商售后后台团队协调 Communicate and coordinate with dealer staffs during vehicle repair including but not limited parts specialist, workshop controller, technician, quality specialist, warranty specialist, etc在车辆维修过程中与经销商工作人员沟通协调，包括但不限于业务主管、配件专员、车间主管、技术员、质量专家、保修专员等 Communicate with technicians and parts specialist to ensure accurate diagnosis and reasonable pricing. 与技术员和配件专员沟通，以确保准确的诊断和合理的定价 Arrange repair or maintenance services based on vehicle issues and customer needs, ensuring timely service. 根据车辆问题和客户需求安排维修或保养服务，确保及时服务 Monitor the progress of repairs and provide timely updates to customers. 监控维修进度，及时向客户提供更新 Ensure that repair quality meets standards and perform checks before returning the vehicle to the customer. 确保维修质量符合标准，并在将车辆归还给客户之前进行检查 Support to complete the payment process by coordinating with dealer finance staff to ensure a smooth process. 协助完成支付流程，与经销商财务人员协调以确保顺畅处理 Oversee service operations to ensure to meet SOP. 监督服务运营，确保符合标准操作流程 01 Record and Document Management记录与文档管理 Maintain repair records and customer files to ensure accuracy and completeness of information. 维护维修记录和客户档案，确保信息的准确性和完整性 Maintain all the customer profile in the GM digital platform and ensure the cybersecurity to these data. 在GM数字平台上维护所有客户资料，并确保这些数据的网络安全 Manage repair orders, invoices, and other relevant documents. 管理维修订单、发票及其他相关文档 01 Customer Relationship Management客户关系管理 Provide professional after-sales service to maintain and enhance customer relationships. 提供专业的售后服务，以维护和增强客户关系 Answer customer’s inquire when be approached regarding vehicle, store facility, service product, process, policy, etc. 在客户咨询车辆、门店设施、服务产品、流程、政策等问题时给予解答 Introduce new services, products, accessories or promotional activities to improve customer satisfaction and loyalty. Top of Form Bottom of Form介绍新服务、产品、配件或促销活动，以提高客户满意度和忠诚度。 01 Manage Customer Complaint in field现场处理客户投诉 Fully follow the requirement of GM during complaint process and act as parts of the complaint handling team per required. 在投诉处理中完全遵循通用汽车的要求，作为投诉处理团队的一部分 Deal with customer complaint and manage urgent cases onsite, and escalate to Store Manager and central team properly per process. 处理客户投诉，现场管理紧急情况，并根据流程适当升级至店经理和总部团队 Listen and act on feedback from customer complaints to ensure the voice of the customer is heard and be escalated properly. 倾听客户投诉的反馈，确保客户的声音被听到并得到适当的升级 Ensuring key performance indicators for the complaints are met, and ensure complaints are handled according to policy. 确保投诉的关键绩效指标得以满足，并确保投诉按照标准进行处理 Champion the use of CRM within front line teams assisting team leaders with training on Complaints module within the CRM system. 在前线团队中倡导使用客户关系管理系统(CRM)，协助团队领导进行投诉模块的培训 Use learning from complaints to improve the service quality of all customer-facing progress including sales, delivery, aftersales. 利用投诉经验改善所有客户接触流程的服务质量，包括销售、交付和售后 Assist in the responses for disrepair and legal cases providing timely information to GM central. 协助回应维修和法律案件，及时向通用汽车总部提供信息。 Knowledge, Experience, and Competencies知识、经验和能力
