Customer relations officerTST HOLDINGS CORP

Salary Details
Negotiable
Job Address
728 A. Bonifacio Ave. Balintawak Quezon City
Job Description
PRIMARY RESPONSIBILITIES:
Acts as a single point of contract for all customers in case of concerns received from hotline, email and social media accounts. Coordinate and endorse to Dealers and Chery  Aftersales  Zone Manager and ensure concern resolution.
Creates and regularly updates database for all the customer concerns received and ensure customer satisfaction.
Contributes to CSD profitability to achieve sales targets through various service marketing activities.
Contributes to improve customer retention.
Improves customer service experience by providing customer feedback/comments received from CSI calls. Creates engaged customers and facilitates organic growth.
Generates monthly customer complaint monitoring report.
MAJOR RESPONSIBILITIES:
Assists in Customer-Business Communications
Distributes/sends emails, letters and other correspondence regarding campaigns, service marketing and other materials for new and existing customers.
Manages service mobile hotline; ensures all calls are answered within 3 rings except during holidays and beyond work hours. To reply immediately the following day.
Handle website and social media inquiries. Ensure acknowledgement and strictly observe response time of within 24 hours
Coordinates with dealer Customer Relations Officer / Service Manager and FMPI Aftersales Officer / Manager. Monitor customer issues and resolution.
Attend to inquiries from service hotline, email and website; make sure to disseminate to concerned parties. Coordinate with dealer Customer Relations Officer / Service Manager and FMPI Aftersales Officer / Manager.
Assists dealers in customer handling. Ensure prompt and successful response to customer concerns.
Monitor track status of concern and ensure closing and concern resolution.
Consolidates all customer inquiries/concerns received and use all information to support in improvement of processes.
Consolidates all dealer customer relations related reports and ensure timely submission.
Monitors Customer Care Strategies. 
Reviews customer care practices on a continual basis to make sure that all customers are getting the attention they deserve.
Assists in developing and implementing customer care strategies/programs.
Collaborates to Ensure Customer Satisfaction.
Conducts Customer Satisfaction Index (CSI) post sales and post service follow up calls.
Generates call sales and service calls lists from Foton One System (FOS)
Consolidates all customer feedback/comments received from post sales and service follow up; share input on product development, sales, marketing and distribution.
Supports Dealer Operations to achieve units received and parts sales through various programs.
Assists in developing and implementing service marketing programs.
Complies to ISO policies and procedures.
Performs other tasks assigned by the immediate head or President.
Job Type
Automotive/Maintenance
Working Hours
08:00 AM to 05:00 PM
You need to login to apply for this job

NCR, Metro Manila, Quezon, Philippines
1 Year or less
Full-time
Negotiable
Bachelor's / College Degree
1 Vacancies