Customer Relations Officer

2 days ago

Taguig, National Capital Region, Philippines LEXUS MANILA, INC. Full time $104,000 - $130,878 per year

Roles & Responsibilities

  • Serve as the Ambassador of Omotenashi, driving exceptional customer experiences.
  • Act as a frontline officer for the Customer Relations Department.
  • Serve as the primary contact for Voice of the Customer (VOC) and feedback management. Ensure timely sharing and coordination of VOCs with process owners by providing detailed information, conducting investigations, recommending solutions, and preparing action plans.
  • Maintain close and effective collaboration with process owners to guarantee prompt resolution of customer concerns.
  • Respond promptly to client inquiries, concerns, and complaints, delivering timely resolutions. Continuously monitor all communication channels to ensure client interactions are managed effectively.
  • Create, track, and monitor tickets to ensure proper resolution. Immediately report any system issues to the CRD Supervisor.
  • Regularly monitor the XM dashboard for Sales and Service performance.
  • Conduct Lexus Guest Experience Survey (LGES) callouts for Sales and Service without delay.
  • Monitor daily results from HappyOrNot and Lexus In Moment Survey (LIMS), investigate negative or red ratings, and provide a detailed chronology, vehicle history, and recommended solutions.
  • Prepare summary reports of surveys, including LGES Calls (Service/Sales), LIMS, and HappyOrNot.
  • Provide immediate response and resolution to inquiries and complaints at CWD.
  • Maintain close coordination with Toyota Motor Philippines (TMP) – Customer Relations Department (CRD), ensuring compliance with required resolutions and prioritizing customer satisfaction.
  • Provide regular performance reports to management, highlighting team achievements, satisfaction scores, and areas for improvement.
  • Act as the Person In Charge (PIC) for Kaizen initiatives related to LIMS for Sales and Service.
  • Oversee and manage the Customer Experience Ambassadors team for both Sales and Service departments.
  • Prepare Customer Relations Department (CRD) memos as needed.
  • Create a positive first impression and foster an engaging, motivating work environment.
  • Ensure strict compliance with Policies and Procedures (P&P) and achieve targets for the Lexus Dealer Success Program (LDSP) and CRD audit activities.
  • Support CRD programs, Heart Touching Events (HTE), and other PRB/Marketing initiatives.
  • Prepare detailed CRD reports and maintain regular communication with CRD Officers, Supervisors, and Managers.
  • Assist with budget preparation and ensure adherence to compliance and budget guidelines.
  • Collaborate effectively with various departments (Sales, Service, Finance, HR, IT) to deliver a cohesive and seamless customer experience.
  • Perform additional duties as assigned by the CRD Supervisor or Customer Relations Manager

Requirements:

  • Bachelor's Degree in Commerce, Economics, Marketing, Business Administration or equivalent
  • At least 3-5 years as a Senior Customer Relations Officer/ Customer Relations Supervisor in an automotive dealership or equivalent
  • Proficient Computer skills (CRM, SAP, Microsoft Office, Google Sheets, Outlook)
  • Excellent customer service skills especially complaint handling
  • Effective communication abilities with customers and colleagues
  • Candidate must be willing to work in BGC Taguig City

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