Regional Complaints & Escalations Manager

Job Purpose:

To manage and oversee the complaint monitoring, analysis, and escalation processes within the region, ensuring timely resolution of customer issues and driving continuous improvement in customer satisfaction across sales and service functions.

Key Responsibilities:

• Complaint Monitoring & Review
  • Monitor and review customer complaints related to Sales and Service within the region.
  • Track regional complaint KPIs and develop action plans to address performance gaps.
• Complaint Process Enhancement
  • Drive enhancements in the complaint handling process to improve efficiency and customer satisfaction.
  • Analyze complaints data to identify top recurring issues and formulate corrective action plans.
• Escalations Management
  • Handle and coordinate management-level escalations for complaints within the region.
  • Ensure timely and effective resolution of complaints received via Social Networking Sites (SNS).
• Cross-Functional Coordination
  • Collaborate with Sales RO and Aftersales RO teams to review and resolve pending complaints.
  • Provide advisory support to regional teams on process improvements for complaint management.
• Dealer Performance & Support
  • Coordinate with regional teams to develop and implement action plans for low-performing dealers.
  • Provide assistance to regions and departments to facilitate effective complaint resolution.
• Reporting & Analysis
  • Prepare and present Customer Satisfaction Index reports and other relevant complaint-related metrics to regional leadership.

Qualifications & Experience:

• Experience in complaint handling, customer service, or related functions in automotive or similar industries.
• Strong analytical skills with the ability to interpret data and drive corrective actions.
• Effective coordination and stakeholder management capabilities.
• Good knowledge of complaint management systems and escalation processes.
• Excellent communication and problem-solving skills.