Customer Relations Assistant

1 week ago

Angeles City, Central Luzon, Philippines Toyota Full time ₱80,000 - ₱120,000 per year

Reportorial

  1. Prepares and submits the following monthly and quarterly reports to Toyota Motor Philippines Incorporation (TMP)-Customer Relations Section:

a) Post Sales Follow Up Report (Sales) and Post Sales Follow Up Report (Service) (Monthly). This report contains/shows customer's feedback and rating whether the company meets the customer's needs and/or expectations or not, on the provided services.

b) Dealer Initiated Survey (DIS) (Monthly). This survey validates and checks accuracy of all given information by the customer.

c) Manning Report (Quarterly). This report contains a list of all active employees of Customer Relations Department, as it supported by the Certificates of Employment from Human Resources office.

d) Customer Retention Management Activities (CRM) (Quarterly). The CRM intends to promote customer retention by means of providing activities (i.e. Anniversary and Birthdays Greetings, Priest's blessing to the customer's vehicle etc.) to the customers.

e) Customer Satisfaction Activity Report (Quarterly). This report contains feedback from the activities done by CRO, as it is satisfactorily meet the activity's goal for the customer.

  1. Prepares and submits Fix-it-Right Report to Service Manager every first (1st) week of the month. This report contains a record of all calls made to the customer (e.g. The customer has complaints to the service provided and/or with back job to the service done by technician).

Customer Engagement and Management

  1. Receives customer inquiries and/or complaints through SMS, Phone Calls or from walk-in customers and addresses/forwards these to the concerned department.

  2. Prior release of customer's vehicle, assists customers to VIP Room for viewing of short Customer Retention Enhancement Satisfaction (CRES) Video.

  3. Conducts Post Service/Sales Follow-up Survey to customers and records result to Post Sales Follow-up (PSFU) sales and service report.

  4. Assists in preparation and implementation of Customer Relations activities/programs (e.g. prepares documents/materials for Father's Day).

Job Type: Full-time

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • On-site parking
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Ability to commute/relocate:

  • Angeles City: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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