Customer Relations Manager

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Apply now in one of the TOP TEN Automotive Distributors here in the Philippines

The BIGGEST distributor of BAIC BRAND is in need of Customer Relations Manager.

MAJOR RESPONSIBILITIES:

• Manage the day-to-day operations of the department, ensuring smooth workflow and efficient service delivery.
• Coordinate the implementation of customer service initiatives across the team and nationwide dealers, ensuring alignment with company standards.
• Monitor department performance metrics and ensure that operational goals are met.
• Provide direct supervision to select team members, including nationwide dealer CROs, ensuring they meet key performance indicators (KPIs) such as customer response time, issue resolution rates, and customer satisfaction scores.
• Conduct regular performance evaluations for both company and dealer CROs, offering constructive feedback and supporting them in achieving their objectives.
• Ensure team adherence to customer service protocols and standards, maintaining consistent service quality across the company and nationwide dealerships.
• Coordinate and plan training sessions for both company and nationwide dealer CROs, ensuring they acquire the necessary skills to excel in their roles.
• Oversee onboarding and on-the-job training for new hires, both within the company and at dealerships, helping them integrate into the team and become productive quickly.
• Conduct refresher training sessions for existing staff, including dealer CROs, to keep them up-to-date on company policies, new technologies, and customer service best practices, ensuring consistent service quality across all locations.
• Lead on-the-job training for newly hired CROs, including those at nationwide dealerships, providing ongoing support to ensure they meet department performance standards.
• Facilitate team training for both company and dealer CROs on new processes, tools, and customer service programs, ensuring staff are well-equipped to handle various customer situations.
• Develop and update training materials and workshops for company and nationwide dealer CROs based on feedback and evolving customer service needs, ensuring continuous improvement in service quality.
• Handle escalated customer issues from both company and nationwide dealer CROs that the front-line team is unable to resolve, ensuring timely and satisfactory resolutions.
• Collaborate directly with customers, internal departments, and dealer CROs nationwide to address complex or sensitive concerns.
• Ensure all escalations are properly logged, tracked, and reported, providing valuable data for future analysis and opportunities for process improvement.
• Analyze current customer service processes across both company and nationwide dealer CROs to identify areas for improvement, enhancing efficiency and effectiveness.
• Implement process enhancements and streamline workflows, ensuring alignment with company standards across all locations.
• Monitor the results of process changes implemented ensuring continuous improvement through regular feedback loops and performance analysis.
• Data Consolidation: Collect, consolidate, and review reports on customer relations activities, including customer satisfaction metrics, program performance, and issue resolution.
• Insight Generation: Analyze the data to generate actionable insights that can be used to inform management decisions and improve overall customer service strategies.
• Management Reporting: Present findings and recommendations to senior management, ensuring that they have a clear understanding of the customer relations landscape and any areas requiring attention.
• Oversee the collection of customer feedback through surveys, ensuring data is collected accurately and in a timely manner.
• Analyze customer feedback to identify trends, strengths, and areas for improvement, and implement strategies to enhance overall customer experience.
• Provide regular reports to management on customer satisfaction metrics, highlighting key insights and recommendations for improvement.
• Manage the execution of customer service programs, including the loaner car program and car club events, ensuring consistent application across the company and nationwide dealerships.
• Oversee the rewards program, monitoring its effectiveness and suggesting improvements based on customer feedback and service data.
• Maintain accurate records of all customer service programs, including car club events and rewards initiatives, ensuring timely reporting to management for effective decision-making.

EDUCATION

Graduate of a 4-year course preferably Marketing or Business Management

EXPERIENCE:

• Minimum 5 years' experience in customer relations in the automotive industry
• Has excellent time management skills
• Has experience working in a diverse organization
• Experience in handling complaints and inquiries

COMPETENCIES:

KNOWLEDGE

• Understanding of customer service best practices and industry standards.
• Familiarity with relevant legal regulations (e.g., DTI guidelines) and compliance requirements.
• Knowledge of performance metrics and key performance indicators (KPIs) for customer relations.
• Proficiency in CRM software and data analysis tools to evaluate customer satisfaction.

SKILLS

• Multi-tasking
• Strong Verbal & Written Communication
• Interpersonal
• Time Management
• Advanced Customer service
• Negotiation
• Training & Coaching

ABILITIES

• Leadership
• Conflict Resolution
• Strong Problem-solving
• Project Management
• Report Analysis

Job Location: Commonwealth, Quezon City