Job Description – Automotive Campaign (Retention/Escalation)

The Automotive Campaign Retention/Escalation Specialist is responsible for maintaining customer loyalty, preventing churn, and resolving complex issues that frontline agents cannot handle. The role focuses on customer retention strategies, escalation management, and relationship building to ensure long-term satisfaction with the automotive brand.

Core Purpose

• Retain customers by offering solutions, incentives, or alternatives when they consider leaving.
• Handle escalated cases that require advanced problem-solving or higher authority.
• Act as a bridge between customers, frontline agents, and management to resolve issues effectively.

Key Responsibilities

• Retention Management:
• Engage with customers at risk of leaving and provide tailored retention offers.
• Promote loyalty programs, extended warranties, or service packages.
• Identify patterns of dissatisfaction and recommend improvements.
• Escalation Handling:
• Manage customer complaints that frontline agents cannot resolve.
• Provide clear resolutions, compensation, or alternative solutions.
• Document escalated cases and ensure timely follow-up.
• Customer Relationship Building:
• Maintain professionalism and empathy in high-stress situations.
• Strengthen trust in the automotive brand through proactive communication.
• Educate customers on available services, upgrades, and benefits.
• Operational Support:
• Collaborate with sales, service, and technical teams to resolve issues.
• Track retention and escalation metrics (churn rate, resolution time, customer satisfaction).
• Provide feedback to management on recurring issues and customer pain points.
• Compliance & Quality Assurance:
• Ensure all resolutions comply with company policies and industry regulations.
• Uphold service quality standards and maintain accurate case records.

Skills & Qualifications

• Strong customer service and conflict resolution skills.
• Experience in automotive industry, sales, or BPO campaigns preferred.
• Ability to handle high-pressure situations with empathy and professionalism.
• Knowledge of CRM systems and escalation workflows.
• Excellent communication and negotiation skills