Customer Experience Manager

The CX manager is responsible to lead CX team members to achieve the customer and dealer satisfaction target by providing good quality service.
He/she is responsible for driving new opportunities by each contact window while ensuring the implementation of daily operations.

Key Responsibility
  • Manage the team on a day-to-day basis through given systems and procedures.
  • Responsible for customer/dealer care program and satisfaction index.
  • Build strong relationships with customers for new business development opportunities.
  • Ensure all customer/dealer inquiries are handled accurately and timely.
  • Responsible for overall quality of daily operations and make best arrangement of assignment.
  • Directly supervise all functional processes and procedures to ensure the policies are fulfilled.
  • Provide statistical information to the management team.
  • Ensure the execution by streamline the process and interface with other functions.
  • Optimize access to VFS by enhancing the digital platforms.
  • Implement new solution including payment, interactive portal or explore other potential opportunities like invoice and collection, maintenance contract service etc.
  • Ad-hoc assignments from management team.
  • Lead and support team on innovation initiatives.
  • Maintain high sprit of working environment.

Education & Professional Experience
  • University degree in Finance or Accounting
  • Minimum5 years of experience working in a credit, collection or service function preferably in the finance/ leasing industry
Main Competence Requirements
  • Target-driven, self-motivated and tenacious in achieving the set objectives
  • Strong in implementation and consequent in monitoring the execution
  • Strong interpersonal and influencing skills
  • Work in pressure
  • Self-motivation and willing to take responsibility
General skills:
  • High level of PC skills (Microsoft Excel, Power Point).
  • Advanced level of English (oral/written)
  • Good at multi-tasking, strong in follow-up and result driven, deadline sensitive
Positive attitude

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success.

At Volvo Financial Services, we are working together to shape the world we want to live in. As the captive finance arm of the Volvo Group, VFS provides financial services and solutions that meet the needs of our customers’ evolving business. Through our dedication to innovation, we support society in its adoption of sustainable transport and equipment solutions. VFS is headquartered in Greensboro, North Carolina, USA and serves Volvo Group customers and dealers in more than 50 markets

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