Suzuki Auto Pasig

Base office: Suzuki Auto Pasig

JOB DESCRIPTION

Job Summary

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

Primary Duties and Responsibilities

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-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.

8. Provides customers with information on new products and services and regarding recent in-house dealer- initiated and dealer 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.

JOB SPECIFICATIONS

Education

Completion of any related bachelor's degree course

Experience

At least one year of related work experience.

Core Competencies

Persons being considered for appointment to the position should exhibit the following mandatory job dimensions at point of entry:

· Professional and Technical Proficiency

· Interpersonal Sensitivity Skills

· Social Skills

· Oral and Written Communication Skills

In addition, candidates for the position should be computer literate and capable of applying Microsoft office programs.

Special Competencies (desirable job dimensions)

It is advantageous for the prospective appointee to this position to exhibit the following desirable job dimensions:

· Positive External Projection / Physical Impact

· Initiative and Resourcefulness

· Creativity and Innovation

· Analytical Skills, Decisiveness, and Judgment

· Stress Tolerance

· Flexibility

Waiver of Required Qualifications

The organization may waive some of the qualifications if:

· There are equivalent academic credentials, training, or work experience that may be substituted for the specified qualifications

· The organization will provide the training at entry level to equip the incumbent for the position.

Job Type: Full-time

Work Location: In person