Aftersales Expert

The role
 

Our Belgian team is looking for an Aftersales Expert who will be part of building our after sales business in ZEEKR Belgium. At ZEEKR, we build strong relationships with our customers and partners by offering outstanding service and guidance through the chain.

This is what you will do:

• Build and Strengthen Relationships: Foster and maintain strong relationships with the aftersales teams within our partner network across Belgium. Collaborate to ensure alignment with our after-sales service standards and customer satisfaction goals.
• Implement After Sales Strategies: Develop and execute comprehensive after-sales strategies to enhance customer satisfaction, loyalty, and retention. Drive initiatives to improve service efficiency, streamline processes, and reduce customer downtime.
• Provide Training and Support: Contribute to the creation and even conduct training sessions for aftersales teams on new products, technical updates, and service protocols. Offer continuous support and guidance, addressing technical inquiries and service-related challenges.
• Monitor Performance Metrics: Establish and monitor key performance indicators (KPIs) for after sales services. Analyze data to identify trends, areas for improvement, and opportunities to enhance the overall after-sales experience.
• Resolve Escalated Issues: Act as a point of contact for escalated after-sales issues, working closely to resolve customer concerns promptly and effectively. Collaborate with internal teams to ensure swift resolution of technical and service-related challenges.
• Collaboration on Product Improvement: Gather feedback from after sales teams and customers to contribute to the continuous improvement of our products and services. Collaborate with cross-functional teams to implement product enhancements based on after-sales insights.

To be successful in the role you will demonstrate:

• Experience in aftersales management and technical training within the automotive industry, working for an OEM or dealership.
• Strong technical understanding of electric vehicles and automotive systems.
• Proven experience in building and maintaining strong relationships, specifically within the aftersales teams, internal or external.
• Excellent problem-solving skills with the ability to address complex technical issues and provide effective solutions.
• Exceptional communication and presentation skills in French, Dutch, and English.