Client Experience Manager - Bangkok, Thailand

Key Responsibilities:

Customer Satisfaction & Complaints: Oversee customer complaint handling processes and support SAs as the escalation point. The manager ensures timely resolution and monitors NPS outcomes.

Goodwill Claims Management: Reviews and validates goodwill claims for policy compliance, manages documentation accuracy, and tracks claim processing status.

Service Advisor Support: Provides guidance on credit note and goodwill decisions while maintaining consistency across the team through proper approvals and escalations.

Case Supervision: Manages Goldstar and Red Flag cases, conducting root cause analysis and implementing corrective actions to address issues.

High-Priority Cases: Handles sensitive customer situations by coordinating with management and workshop teams to minimize impact and protect brand reputation.

Required Qualifications:

• Bachelor's degree in relevant field
• Minimum 5-8 years of experience in after-sales operations, customer experience, or Service Advisor functions
• Automotive industry background (mandatory)
• Strong after-sales operations expertise
• Knowledge of OEM processes and complaint procedures
• Leadership and team management capabilities
• Strong communication and problem-solving skills
• Ability to manage escalations under pressure