职责描述：
The position is responsible for DSSO VOC concept design & integration with multiple sensors of DSSO customer contact point, as well as labeling customer feedback, integrate internal & external VOC sensors, design VOC model and set-up VOC follow up mechanism. The position will support DSSO to further enhance customer satisfaction to end user by efficiently percept customer feedback and expectation.
1.Support for DSSO design the VOC concept incl. overall structure, process and KPI performance monitoring system, and etc.
2.Define the VOC senor by integrating all DSSO direct & indirect customer contact interface and set-up holistic VOC management platform to support efficient VOC delivery.
3.Design variable VOC labeling and categorization strategy to ensure the accuracy of customer feedback collection upon DSSO function and support further data analysis to all internal BUs.
4.Responsible for VOC system establishment together with DSSO IT, incl. digital VOC model and POC, VOC dashboard, internal voice sharing platform.
5.Coordination with DSSO internal BUs for VOC feedback collection in different scenario inside org. to ensure all customer voice will be timely delivered to BUs and mgmt.
6.Support off-line VOC activity design & implementation and vendor performance management upon practice.
7.Prepare regular report of the function and present results to supervisor review.
岗位要求：
Bachelor or above degree
3+ years working experience in VOC management field required.
Comprehensive customer feedback data analysis +
in automobile industry is a plus
Innovative mindset required;
Deep understanding on complaint handling portfolio;
Fast leaner required.
Basic knowledge of financial management.
Fluent in English.
Skills in Microsoft office tools (excel, ppt, etc.)

其他信息

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