Customer Care Lead
Core
Own resolution of escalated customer complaints across APAC for INEOS Automotive 4X4 vehicles, acting as the operational link between customers, regional teams, and leadership.
Role type
Senior Customer Care Lead (Automotive Aftermarket)
Builds
Customer experience and complaint resolution processes for INEOS Grenadier and Quartermaster vehicles in APAC
Domain
Automotive manufacturing and after-sales service
Deliverable
client delivery
Required skills
Escalated complaint resolution, Australian Consumer Law expertise, multi-stakeholder case management, conflict resolution, financial submission preparation, process improvement, partner coordination
Preferred skills
Automotive industry experience, high-end retail experience, workshop floor background
Technologies
Outlook, Word, Excel, PowerPoint, business systems
Responsibilities
Drive escalated cases to resolution against service levels, advocate for customers end-to-end including parts and repair tracking, make goodwill decisions and prepare financial submissions, partner with dealer network on repairs and warranty policy, manage Roadside Assistance partner, maintain CS Escalations Tracker, improve customer care processes