Customer Brand Experience Staff (Automotive Dealer Training Focus)

Job Summary:

Responsible for leading dealer training programs and developing, implementing, and monitoring Dealer Operation Standard (DOS) Sales activities to ensure dealer competence and compliance, enhance sales process quality, and execute strategic action plans for a consistent customer experience across the dealer network.

Job Descriptions:

Major Responsibilities:

1. Dealer Training & Standards Implementation (primary focus)

• Training material development: Develop, and update DOS Sales training materials to ensure they are practical and aligned with company standards

• E-learning Management: Own the creation, localization, and regular updating of training content on the internal E-learning system (DOS Sales module); track digital completion rates and evaluate learning engagement.

• Dealer training delivery: Conduct structured DOS Sales training for Dealers and frontline sales staff to ensure seamless onboarding experience.

2. Dealer quality monitoring & evaluation

• Performance tracking: monitor and report on dealer compliance regarding DOS Sales; provide support for inquiries and ensure adherence to standard guidelines.

• Dealer quality evaluation: collaborate with related sections to conduct periodic quality audits to maintain high operational standards across the network.

3. Data-driven training improvements (CX)

• SSI & VOCs tracking: Monitor Sales Satisfaction Index (SSI) scores and "Voice of the Customer" (VOC) data to pinpoint operational weaknesses.

• Targeted training: Coordinate with relevant departments to analyze root causes of customer dissatisfaction and execute targeted training action plans or corrective measures to bridge performance gaps.

4. Complaint handling: support the Call Center in resolving high-level customer complaints related to the sales process of in-charged dealers.

Minor Responsibilities:

• Summarize and report results for all assigned tasks to management.

• Onboard and train new team members on company policies, procedures, and internal systems.

• Participate in required corporate training and perform other duties as assigned.

Q

Yêu cầu công việc

Qualifications:

• Education: Bachelor’s degree in Automotive Engineering, Marketing, Business or related fields.

• Knowledge: Having knowledge in Training, Customer Service, or the Automotive industry

• Skills:

- Training & Presentation: Proven capability in instructional design, curriculum development, and delivering high-impact, engaging training sessions to adult learners.

- Analytical & Problem-Solving: Ability to translate performance data (SSI/CSI, VOC, audit scores) into actionable training interventions.

 Interpersonal & Communication: Strong negotiation, facilitation, and relationship-building skills to manage dealer stakeholders effectively.

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• Experience: Minimum 3 years of professional experience dedicated to Training & Development, Customer Service Training, or Sales Training within the Automotive industry.

• Others: Language: Fluent in English (Speaking, Writing, Reading)/ Driving license B2; Willingness to travel for business trips when required (estimated 1–2 times/month, depending on business needs and timing

Benefits

• Competitive salary

• Transportation & meal allowances

• Annual performance & salary review

• Total annual bonus from 1,5 – 6 months

• Premium health care package

• Additional public holiday days-off

Quyền lợi

• Thưởng: Total annual bonus from 1.5 – 6 months
• Chăm sóc sức khoẻ: Premium Healthcare Package
• Xe đưa đón: Shuttle bus arrangement/ Transportation allowance