Driveway Indústria Brasileira de Auto Peças Ltda

Customer Success Manager

• Lead customer satisfaction improvement initiatives at assigned store(s).
• Act as a liaison between the dealership and customers, ensuring their concerns are communicated and addressed.
• Develop and implement continuous improvement plans to enhance customer satisfaction.
• Follow up with customers within 48 hours to ensure their satisfaction.
• Track and trend customer concerns and survey scores using the FreshDesk Omni Program.
• Collaborate with the Reputation and Brand Team on reviews and social media sentiment.
• Develop processes for handling Better Business Bureau reviews and coordinate with dealership staff for comprehensive resolutions.

Customer Satisfaction Representative