Customer Relationship Management

Department: Aftersales

Report to: Head of Aftersales

About ZEEKR

ZEEKR is a premium electric vehicle brand under the Geely Group, dedicated to pioneering innovation in smart, sustainable mobility. As part of Geely's ecosystem, ZEEKR embodies cutting-edge design, advanced technology, and user-centric electric mobility experiences.

About Geely:

·A global leader in smart electric vehicles and automotive innovation.

·Owns iconic brands including Geely Auto, ZEEKR, Volvo, Polestar, Lotus, and holds a 17% stake in Aston Martin.

·Boasts $100B+ in assets and employs 140,000+ people worldwide.

·Employs over 30,000 engineers and designers across R&D centers in China, Sweden, the UK, the U.S., and Germany.

·Operates 4,000+ sales and service locations globally.

·Recognized as a Fortune Global 500 company for 13 consecutive years.

·Drives AI-powered automotive solutions supported by one of the industry's largest cloud computing capacities (1.02 Exaflops/sec).

·Through Geespace, has launched 20 satellites to enhance safe autonomous driving capabilities.

·Employs world-class digitalisation and AI-driven manufacturing processes.

Role Responsibilities

1. Responsible for the entire post-purchase service experience for Zeekr owners in Malaysia. You will lead our internal team and, critically, manage our outsourced call center partner to ensure they deliver professional, efficient, and consistent aftersales support. This encompasses key areas such as service booking, warranty inquiries, parts availability, roadside assistance, and technical advice. You are the key guarantor of our "Professional, Transparent, Convenient" aftersales promise.
2. Define, monitor, and analyze KPIs highly relevant to aftersales for the outsourced team (e.g., Service Booking Conversion Rate, First Contact Resolution, Case Creation Accuracy, Parts Information Accuracy, Customer Satisfaction CSAT).
3. Establish a dedicated quality assurance framework to regularly audit aftersales inquiries handled by the partner (e.g., warranty policy explanation, repair process clarification, cost estimates), ensuring technical accuracy and service professionalism.
4. Lead the training for the outsourced team on new product technical features, aftersales policy updates, warranty terms, common parts knowledge, and complex troubleshooting flows to ensure accurate and timely information dissemination.
5. Serve as the technical escalation point for the partner, providing immediate guidance on complex customer technical queries and complaints, and directly handling escalated, critical service issues.
6. Lead, coach, and develop the internal team of Aftersales Service Advisors, managing their performance, scheduling, and skill development.
7. Continuously optimize aftersales processes, including service appointment scheduling, job order management, customer communication protocols, and customer feedback loop closure.
8. Collaborate closely with internal service workshops, parts logistics, technical support, and warranty departments to ensure a seamless and efficient service chain.
9. Analyze aftersales-related customer feedback (complaints, surveys, suggestions) to identify systemic issues and areas for improvement.
10. Ensure all customer interactions, whether handled internally or by the partner, consistently meet the high standards of the Zeekr brand.

Qualifications & requirements:

1. Bachelor's degree or higher, preferably in Automotive Engineering, Mechanical Engineering, Business Management, or a related field.
2. Minimum of 5 years of experience in automotive aftersales or a related field, with at least 3 years in a team leadership/management role. Must have experience managing or closely monitoring outsourced call center/BPO partners.
3. In-depth knowledge of automotive aftersales processes, including maintenance & repair, warranty management, parts supply chain, and roadside assistance.
4. Strong vendor management skills and a data-driven approach to performance improvement.
5. Excellent communication and cross-functional collaboration skills, able to work effectively with technical teams, service workshops, and external partners.
6. Problem-solving aptitude and a passion for customer service in a fast-paced environment.
7. Experience in aftersales management within a premium brand or, specifically, an electric vehicle brand.