Customer Relation Officer

2 days ago

Quezon City, National Capital Region, Philippines ANC Group of companies - Ford Quezon Ave Full time $40,000 - $80,000 per year

The Customer Relations Officer serves as the contact person and front-liner vis-à-vis dealer distributor-dealer customer relations to generate highest standards of customer satisfaction.

The position holder shall undertake the following functions:

  1. Performs job functions consistent with the corporate vision and mission statement and core values of the company.

  2. Serves as main contact person and front-liner vis-à-vis dealer distributor-dealer-customer relations.

  3. Undertakes briefings with customers with new vehicle release of the appointment system, and contact numbers of the different departments with which they may coordinate for any concern and inquiries.

  4. Encodes new customer releases in the customer master file templates; secures relevant customer information to update customer database.

  5. Maintains files on documentation of customer transactions with the company.

  6. Provides customers with updated information on the status of their transactions with the company, e.g., the availability of LTO registrations and plates.

  7. Responds to customer concerns / problems and ensures prompt resolution through proper coordination with the different departments involved; prepares weekly summary of customer concerns and provides information to the departments concerned and to the dealer distributor.

  8. Provides customers with information on new products and services and regarding recent in-house dealer- initiated and dealer distributor promotional activities to assist in sales promotion and be able to undertake cross-selling.

  9. Calls up customers to remind them that their vehicles are due for preventive maintenance service and sets and confirms appointments for customers who are due for maintenance.

  10. Performs after-sales and after-service follow-up calls to generate customer feedback on their level of satisfaction on the company's products and services; prepares necessary reports (e.g. CCRF and weekly metrics) out of each contact made.

  11. Monitors customer patronage for purposes of maintaining high retention rate; tracks and monitors inactive and lost customers and converts them into active accounts.

  12. Prepares and submits to superior officer productivity report and metrics in order to monitor the unit received by the customer.

  13. Performs such other duties and responsibilities analogous, germane or related to and/or implied from the above enumeration of duties and responsibilities.

  14. Ensures physical configuration, cleanliness and order of the DCRC, customer lounge and restrooms.

OCCASIONAL DUTIES

  1. Decorates DCRC office in coordination with Sales department to come up with the same theme for the whole dealership.

  2. Takes charge of buying decors for the work unit as directed by DCRC head.

  3. In charge of sending written communications done by DCRC head through postage to customers as directed by DCRC head.

Job Type: Full-time

Work Location: In person

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