1. Call Centre & Roadside Assistance Supplier Management

- Manage the day-to-day performance and service quality of external Call Centre and Roadside Assistance providers.
- Establish, maintain and continuously improve supplier KPI and SLA frameworks.
- Monitor key performance indicators including:
- Answer Rate
- Average Speed of Answer (ASA)
- Customer Satisfaction (CSAT)
- Complaint Rate
- Abandonment Rate
- Roadside Assistance Response Time
- Arrival Time
- Service Completion Rate
- Service Quality
- Lead regular supplier Performance Reviews and Business Reviews.
- Analyse supplier performance gaps and develop corrective and improvement plans.
- Monitor supplier contractual performance, service quality, operational risks and commercial matters.
- Identify potential supplier risks and develop appropriate preventive and contingency plans.
- Continuously improve supplier operating models and processes based on business requirements and customer needs.
- Support supplier sourcing, tendering, evaluation, contract negotiation, implementation, transition and supplier change activities.

2. Customer Satisfaction & Customer Experience Management

- Establish and continuously improve the Customer Satisfaction and Customer Experience management framework for the Australian market.
- Develop an appropriate customer experience measurement framework, including CSAT, NPS, Customer Effort, Complaint Rate, FCR and Repeat Contact.
- Establish customer survey mechanisms covering customer touchpoints, methodology, frequency, sampling and reporting.
- Analyse customer satisfaction and experience data to identify key customer pain points across the customer journey.




- Establish a Voice of Customer (VOC) mechanism and translate customer feedback into actionable improvement initiatives.
- Lead and monitor customer experience improvement projects.
- Identify key pain points across the customer lifecycle and drive improvements with relevant functions.

3. Customer Complaint Management

- Establish and continuously improve the company’s Customer Complaint Management framework.
- Define complaint categories, severity levels, ownership, response times, resolution targets and closure criteria.
- Establish and manage a structured customer complaint escalation process.
- Closely manage critical, high-risk and repeat complaints.
- Coordinate with relevant stakeholders to ensure customer issues are responded to and resolved within agreed timelines.
- Conduct Root Cause Analysis (RCA) for major and recurring complaints.
- Lead regular Complaint Reviews / Case Reviews to identify product, service, process and organisational issues.
- Establish complaint databases and issue classification structures to identify trends and root causes.
- Drive a shift from resolving individual complaints to addressing systemic customer issues.
- Provide regular management reporting on complaint trends, major customer risks, key issues and improvement actions.

4.



Customer Issue Resolution & Cross-functional Management

- Act as a key coordinator for complex and cross-functional customer issues.
- Establish transparent ownership, target dates, action plans and closure mechanisms for customer issues.
- Closely monitor long-open, recurring, high-impact and high-risk customer issues.
- Coordinate with Aftersales, Technical, Parts, Quality, Sales, Dealers and other relevant functions to drive issue resolution.
- Analyse customer issue trends and root causes to identify systemic product, quality, service, process or supplier issues.
- Escalate significant customer risks and unresolved issues to senior management in a timely manner.
- Take ownership of the final customer issue resolution outcome rather than simply coordinating internal handovers.

5. Data Analysis & Management Reporting

- Establish customer service, supplier performance, customer satisfaction and complaint reporting frameworks.
- Develop and maintain Customer Service Management Dashboards.
- Prepare regular weekly, monthly and quarterly management reports.
- Analyse Call Centre, Roadside Assistance, Customer Satisfaction, Customer Complaints and Open Customer Issues data.
- Identify trends, risks and improvement opportunities through data analysis.
- Translate customer service data into actionable recommendations and improvement initiatives rather than simply reporting KPI performance.

6. Customer Service Process & Framework Development

- Continuously assess the effectiveness and customer impact of customer service processes.
- Establish and improve Customer S

📌 Customer Service (Sydney)
🏢 Changan Automobile
📍 Sydney