Customer Relations Officer

Primary Responsibilities

• The Distributor Customer Relations Officer manages and supports Dealer Customer Relations Officers (CROs) nationwide, ensuring a unified customer service experience, effective resolution of issues, and alignment with company standards.
• The Distributor CRO oversees Dealer CRO performance, consolidates feedback, and provides strategic insights to enhance customer satisfaction. This role involves managing communications, supporting dealer operations, and driving service marketing initiatives.

1. Customer Communication and Management

• Central Point of Contact: Act as the primary contact for customer inquiries and concerns, coordinating with dealers and UAAGI Sales and Aftersales Zones Officers/Managers to ensure resolution.
• Communication Channels: Manage emails, hotline, website, and social media inquiries, ensuring timely responses and follow-ups. Oversee service mobile hotline and ensure all calls are within 3 rings except during holidays and beyond work hours. Ensure acknowledgement and strictly observe response time of within 24 business hours.

2. Coordination and Support

• Dealer and Aftersales Coordination: Work with Dealer CROs and UAAGI Sales and Aftersales Officers/Managers to resolve customer issues, monitor dealer performance, and ensure adherence to company standards.
• Support and Training: Provide guidance and training to Dealer CROs, assisting them in handling customer concerns effectively and implementing best practices.

3. Customer Care Strategies and Feedback

• Strategy Development: Review and enhance customer care practices, and assist in creating and implementing customer care strategies and programs.
• Feedback Management: Conduct follow-up calls to measure satisfaction indices (SSI, CSI) and consolidate feedback to inform product development and service improvements.

4. Sales and Service Programs

• Marketing and Sales Targets: Develop and implement service marketing programs to help meet sales and parts targets. Ensure alignment of customer service programs and promotions with company objectives.

5. Data Management and Reporting

• Database Management: Maintain and update a comprehensive database of customer concerns to track and resolve issues efficiently.
• Reporting: Generate and submit monthly reports on customer complaints and service performance, analyzing trends to drive improvements.

6. Monitoring and Performance Analysis

• Survey Oversight: Monitor the execution of customer satisfaction surveys conducted by Dealer CROs. Validate and review survey submissions to measure Sales Satisfaction Index (SSI) and Customer Service Index (CSI). Analyze data to identify trends and areas for improvement, and report findings to upper management for strategic decision-making.
• Concerns Handling: Ensure accurate logging, tracking, and resolution of customer concerns, and prepare detailed reports for management review.

7. Ad hoc Duties

• Cross-functional Collaboration: Work on cross-functional projects to improve customer experience and handle unexpected tasks as required.

Education

Graduate of a 4-year course preferably Marketing

Experience

• Minimum 2 years’ experience in customer relations in the service industry
• Has excellent time management skills
• Has experience working in a diverse organization
• Experience in handling complaints and inquiries

Working Relationship

• UAAGI Employees
• Lynk & Co Employees
• Lynk & Co Dealership Nationwide

Competencies

Knowledge

• Knowledge of market research, communication methods, analysis
• Proficient in the use of Word, Excel, PowerPoint

Skills

• Multi-tasking
• Communication
• Interpersonal
• Time Management
• Customer service skills

Abilities

• Technical Proficiency
• Team Collaboration
• Conflict Resolution
• Problem Solving

Character

• Empathy
• Attention to Detail
• Adaptability
• Positive Attitude