DCRC Supervisor-MG Makati

3 days ago

Makati City, National Capital Region, Philippines ANC Group of companies - Ford Quezon Ave Full time ₱1,200,000 - ₱2,400,000 per year

The position holder shall undertake the following functions:

· Performs job functions consistent with the corporate vision and mission statements and the core values of the company; ensures that subordinate employees perform their respective functions in like manner.

· Plans, organizes, and controls the operation and activities of the work unit, prepares and secures approval of the budget in support of such operation and activities.

· Assists in the development of policies, procedures, and systems related to customer relations in keeping with the company mission of generating total customer satisfaction.

· Consolidates and analyses reports prepared by Customer Relations Officers on customer concerns, complaints, and feedback on the company's products and services to generate remedial and enhancement strategies.

· Conducts face-to-face and telephone interactions with customers with special concerns that cannot be addressed by the Customer Relations Officers' Officer in Charge; contains complaining customers within the DCRC, secures information required from departments concerned, and provides these to the customer.

· Supervises subordinate activities related to the face-to-face cross-selling and telemarketing of company products and services with special attention to promotional activities.

· Represents the company in administrative proceedings / hearings conducted by government regulatory agencies related to complaints filed by customers with the company as respondent;

· Coordinates with the legal counsel on the legal implications of letters sent to customers related to their complaints.

· Coordinates critical customer concerns with the Ford Group Philippines Customer Service Manager and Customer Relations Manager

· Monitors physical configuration, cleanliness and order of the DCRC and showroom and the professional external projection of the Customer Relations Officer to ensure positive corporate imaging.

· Attends monthly dealership operations meetings to strengthen relationship with other dealer personnel and obtain updated process guidelines from Ford Group Philippines.

· Supervises the development, maintenance and update of accurate and complete data-base on customers on parallel computerized and manual runs; interprets demographic data to serve as references for marketing management activities to be undertaken by the organization.

· Submits to superior officer's periodic reports on the operations and activities of work unit with corresponding analysis and recommendations.

· Participates in collegial planning for policies, procedures and systems, problem solving, decision making and performance monitoring through participation in standing and ad hoc committees, task forces, and project teams.

· Supervises and controls planned and intervening activities of subordinate officers and employees concerning the performance of their job functions and completion of task assignments in accordance with prescribed standards, in the process providing motivational approaches, training and development, coaching, and counseling, or disciplinary action as needed.

· Performs such other duties and responsibilities analogous, germane or related to and / or implied from the above enumeration of duties and responsibilities.

Job Types: Full-time, Contract

Experience:

  • Automotive: 2 years (Required)

Work Location: In person

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