Customer Relations Officer

48 minutes ago

Hagonoy, Central Luzon, Philippines Astral Motors Corporation Full time ₱180,000 - ₱240,000 per year

The Customer Relations Officer is responsible for ensuring an exceptional customer experience throughout the aftersales journey. This role focuses on managing customer inquiries and complaints, monitoring customer satisfaction, maintaining strong communication, and supporting the dealership in achieving high service quality and customer loyalty.

Key Responsibilities

A. Customer Engagement & Communication

  • Greet and assist customers entering the service area.
  • Provide clear and timely updates regarding vehicle service status.
  • Conduct follow-up calls after service visits to ensure customer satisfaction.
  • Handle customer inquiries through phone, email, or in-person communication.

B. Customer Satisfaction Management

  • Monitor and track Customer Satisfaction Index (CSI) and Net Promoter Score (NPS).
  • Gather and analyze customer feedback to identify service improvement opportunities.
  • Support service teams in achieving dealership customer satisfaction targets.

C. Complaint Handling & Service Recovery

  • Receive, document, and assess customer complaints or concerns.
  • Provide prompt, empathetic, and effective solutions to customer issues.
  • Escalate unresolved cases to the Customer Relations Manager or Service Manager.
  • Follow up with customers to ensure full resolution and satisfaction.

D. Customer Database & CRM Management

  • Maintain accurate and updated customer records in CRM/DMS systems.
  • Track customer service history, visit frequency, and feedback.
  • Utilize CRM data to support retention campaigns and follow-up activities.

E. Customer Experience Enhancement

  • Ensure dealership waiting lounge, service reception, and customer facilities meet brand standards.
  • Support implementation of customer-oriented initiatives, events, and loyalty programs.
  • Assist in coordinating customer service campaigns and outreach programs.

F. Collaboration with Internal Teams

  • Work closely with Service Advisors, Technicians, the Parts team, and Sales team.
  • Provide customer feedback to relevant departments for process improvements.
  • Participate in daily/weekly service meetings regarding customer updates and trends.

G. Reporting & Administrative Tasks

  • Prepare reports on customer satisfaction, follow-up outcomes, and complaint logs.
  • Maintain documentation for OEM audits related to customer experience.
  • Support the Customer Relations Manager with administrative and operational tasks.

3. Required Skills & CompetenciesTechnical Skills

  • Understanding of automotive service processes
  • CRM and Dealer Management System (DMS) knowledge
  • Basic data reporting skills

Soft Skills

  • Strong communication and interpersonal skills
  • Empathy and active listening
  • Conflict resolution and problem-solving
  • Professional demeanor and customer-centric mindset
  • Ability to multitask and manage time effectively

Qualifications

  • Diploma/Degree in Business, Communications, Marketing, or related field
  • Experience in customer service (preferably automotive)
  • Proficiency in MS Office and CRM tools

Job Types: Full-time, Part-time

Pay: Php18, Php20,000.00 per month

Benefits:

  • Employee discount
  • Free parking
  • Opportunities for promotion
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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