To ensure that the Subaru Way of high level of Customer Service effectiveness is achieved and maintained within each of the Markets, while improving customer service experience and creating engaged customers through: • Overseeing local Customer Service teams (across all the Markets in which we operate) whose primary duties include answering customer queries and resolving customer issues, as well as monitoring the progress of customer cases for customer success • Collaborating with all internal stakeholders to take ownership of customer issues and follow problems through to resolution • Reviewing the Voice of Customer to anticipate and resolve issues • Resolving escalated issues and ensuring prompt turnaround with consistent quality • Deploying corrective and preventive action-focussed strategies across the Markets • Ensuring that every Market keeps accurate records and documents detailed customer service actions and discussions • Analyzing statistics and compiling accurate reports • Recruiting, mentoring and developing customer service agents and nurturing an environment where they can excel through encouragement and empowerment • Keeping abreast with the industry’s developments and applying best practices to areas of improvement • Supervising local teams in adhering to and managing the budget while maintaining an orderly workflow according to priorities • Promoting and encouraging cooperation and teamwork within the Markets, between departments in order to benchmark and adopt best practices • Developing, monitoring and analyzing Customer Service key performance indicators for the Markets and driving recommendations for improvement measures • Supporting Regional management with the implementation of process improvements/changes that ensure excellence in customer experience, timely delivery of services, optimum productivity, and effective management of resources • Ensuring that the Markets receive appropriate technical and customer service training • Providing regular recognition and constructive feedback to Markets as and when required • Ensuring Motor Image Subaru’s day to day customer service transactions are handled in a timely, accurate, and professional manner. • Reviewing and upgrading procedures to enhance the level of service provided to Subaru customers while promoting work process simplification initiatives • Assisting CS teams in each of the Markets in solving problems by providing facilitation, support and arranging appropriate training • Developing an effective working relationship with Regional departments to jointly review and develop improvements in Customer Service processes • Adapting and leading team in a constantly changing and evolving landscape across the markets with challenging issues erupting, guiding the team to mitigate volatile situations • Defining & establishing the new CS processes throughout the MIG branches & dealers Advising MIG CS before they approach dealer management and MIG senior management on customer feedback, guiding them to propose viable action plans that not only address customer issues but improve the processes to prevent future recurrences • Co-creating with front liners additional Customer Service Programs to exceed customer expectations and improve brand loyalty. • Managing customer escalation with MIG CS to swiftly address customer concerns from the dealers and branches, also help dealer provide faster, more effective and resolutions to customers. • Guiding team to conduct thorough investigation and preparation of detailed documentation for legal team prior to proceeding with legal advice • Understanding new technologies and programs that affect customer service and collaborating with internal stakeholders to roll them out, while troubleshooting issues in local markets • Collaborating with as well as guiding internal stakeholders to harness data for the analysis of customer issues to spot trends emerging in order to help organization develop and improve. • Providing cover and assistance to other roles when staff are unavailable • Other duties as required from time to time as appropriate within the Organization.