Job Description

Overview - Core Responsibility

• Regional CCC steering on operational excellence (service delivery, quality, process adherence and support), improvement activities and market support for all CCC services & SEAll

• Regional CCC business strategic planning (contractual topics, business change request, cost management, campaign management and related) and management of projects related to CCC SEAll (e.g. TEV Cust. Care Mgmt, Online Sales, Digital Touch points)

• MBM CCC Liaison between all internal department & organization and authorized dealership with Regional CCC (via CAC Satellite Management) on daily operational CCC services, improvements activities and escalation

• Third level support for Customer Care Management for MB Malaysia

• Top End Vehicle Customer Care Management Project (Steering, Support & etc)

Detailed

Regional CCC steering on operational excellence (service delivery, quality, process adherence and support), improvement activities and market support for all CCC services

• Steering of Regional CCC operational excellence based on all the service levels and KPI defined for Aftersales services, Sales services, Mercedes Me-connect and future adopted services.
• Ensuring Regional CCC process adherence for Aftersales services, Sales services, Mercedes Me-connect and future adopted services.
• Ensuring Campaign execution and result conducted at Regional CCC based on the set target and timeline.
• Coordinate improvement activities for CCC services and processes. Evaluate and adoption/adaption best practices of initiatives & implementation in Regional CCC.
• Providing daily support to Regional CCC operations on market responsible infrastructure (e.g Toll Free Number and call forwarding, e-mail forwarding), market related topics and information, administration of user related Mercedes-Benz systems.
• Prepare all required reports and KPI\xe2\x80\x99s based on the data collected for Management on Regional CCC performance (e.g. CCC Service levels , total OB & IB activities in relation to Sales Leads)

Regional CCC business strategic planning (contractual topics, business change request, cost management, campaign management and related) and management of projects related to CCC (e.g. Social Media Community)

• Collaborate and assist in Regional CCC contractual topics between Contact Centre Service Provider and Customer Assistance Center HQ.
• Yearly monitoring in Regional CCC on all controls agreed in Data Protection on Behalf (DPoB) agreement between MBM and the Contact Centre Service Provider
• Planning and monitoring of Regional CCC run-cost and change cost. Reporting on the related cost to controlling department for every OP/EA planning.
• Work closely with all relevant parties in strategic planning for CCC Regional services (e.g. Sales/Aftersales marketing)
• Plan and coordinate outbound campaign for Regional CCC operations (e.g. Sales campaign, product launch, service campaign, recall measures)
• Further steering of initiatives of any projects related to CCC (e.g. Social Media Community) and reporting of project status to management
• Setting up dedicated Customer Services back desk to support Top End Vehicle Customer Care Initiatives in Regional CCC

MBM CCC Liaison between all internal department and authorized dealership with Regional CCC (via CAC Satellite Management) on daily operational CCC services, improvements activities and escalation

• To involve in any discussion or process improvement related to Regional CCC
• Work closely with all relevant parties in strategic planning for Regional CCC services (e.g. Sales/Aftersales marketing)
• Coordinate market updates and country specific information for Regional operations CCC (e.g. Sales campaign, product launch, service campaign, recall measures)
• Administration of user access for CRM systems and any other Regional CCC support systems
• Perform and prepare reporting analysis dealers on Quarterly, Monthly and on-demand basis according to business needs.
• Top End Vehicle Customer Care Management Set up & Support
• Perform third level escalation support on Customer Care Management including Top End Vehicle segment

Regional CCC steering on operational Excellence and strategic planning for SEAII

• Steering and coordinate with SEAII markets CCC counterpart for a hub strategic planning and execution for Regional CCC services (current and future)
• Ensuring and overseeing a standardized operational process in Regional CCC for all services for SEAII markets
• Reporting the performance of Regional CCC to SEAII Management (operations/business strategic)

Education Level/Training

Degree in IT, Mass Comm, Business Administration, Engineering or equivalent.

Experience

Minimum 3-5 years work experience in similar capacity and environment.

Specific Knowledge/Skill

1. Project management skill
2. Good spoken and written command of English and BM. Other languages are beneficial.
3. Excellent human dynamic and problem solving skill.
4. A positive and enthusiastic Team player, resourceful, proactive in obtaining/collecting information from appropriate sources.
5. Achievement-oriented, meticulous and result driven.
6. Computer literacy in MS Office advance use in Excel and Power Point is required.
7. Experience in Call Center operation (is preferred) in order to steer CCC related services

Mercedes-Benz