Interface between external customers and internal cross functions as important contact window.
Ensure friendly and timely handling of internal and external customer complaints and inquiries.
Ensure customer satisfaction for continental total service resolution.

Conti Care Hub Operation

74 Standard continental service hotline, ChatBot,email and other channel ticket handling which including all business related inquiry and tire product&service
complaint. (Covering pre-sales/mid-sales/after-sales period)
74 Act as the member of conti care hub for kinds of ticket handling which including ticket creation/assignment/transfer/escalation/closing.
74 Closely cooperation and communication with all business cross functions as well as external service providers.
74 Prompt customer satisfaction survey for ticket handling result and improvement opportunity development to support business.

Warranty Procedure and System Support

Be familiar with local warranty handling procedures in accordance with Continental’s policy.
74 Closely cooperation and communication with TCS engineers for warranty procedure optimizaiton proposal collection.
74 Maintain TCS warranty system (COC/SAP/CORS) to ensure complaint case submit efficiency and effectiveness.
74 Warranty procedure and system function training to internal and external customers accoridng to the requirements.

Project Support

74 Be involved into TCS projects for total warranty service solution.
74 Be active to participate cross business fuction projects and task follow-up for business development.
74 Support related TCS Project tasks in agreement with local Sales & Marketing organization.

Data Analyze & Reporting

74 Regular conti care performace reporting which including customer voice & cross business functions ticket handling performance tracking.
74 Kinds of digital wararnty system performance reporting which including ChatBot , TWIS , CATI performance report etc.
74 Kinds of warranty data analysis which including e-commerce channel tire complaint data analysis ( JD/TUHU/T-Mall ,etc) and tire technical
compensation and commercial compensation ( OE / RE )
74 Continuously optimization opportunity for data analyze and regular report presentation