职责描述：
Complaint & single incident specialist is responsible for establishment of the DSSO critical single incident complaint handling structure design, on-site guidance customer communication while single incident case, operation KPI and performance monitoring, and etc. The position will support DSSO to deal with product liability and warranty liability case with serious brand risk and crisis.
1.Support for DSSO single incident complaint design incl. working process, goodwill application process, KPI performance monitoring, on-site customer communication and etc.
2.Coordination with DSSO internal BUs and external BUs in different scenario inside org. to ensure all single incident will be timely handled with proper solution from company level.
3.Define the internal communication and escalation mechanism to ensure product liability case will be fully aligned with manufacture as well as fulfillment of technical & regulation requirement.
4.Responsible for single incident system establishment together with DSSO IT, incl. digital case order, escalation, KPI dashboard, complaint knowledge base, and etc.
5.Guide the complaint dispute management such as fire, airbag, injury, potential recall and serious quality case, incl. authority / media involved communication with proper settlement result.
6.Responsible for guide the direct customer communication or dispute settlement in special critical cases by coordinate with technical, legal, PR and retail frontline personnel.
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 complaint handling field required.
Customer complaint handling experience in automobile industry is a plus.
Crisis handling background with practice is a plus.
Innovative mindset required;
Deep understanding on complaint handling portfolio;
Direct customer communication and dispute settlement skills 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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