Customer Relation Staff

JOB SUMMARY AND PURPOSE

Our dealership is looking for pro-active Customer Relations Staff who will help maintain a high Customer Satisfaction and Customer Retention level in the dealership. The CR Staff will be responsible in receiving, coordinating and monitoring all Voice of Customers (VOCs) that will help enhance the Dealer’s Operations for growth and sustainability.

 

ACCOUNTABILITIES

Day-day-to day operations of the Department based on items-to-do assigned in the following areas:

• Inquiry Management
• Complaint Management
• Customer Relationship Management
• Customer Satisfaction
• Customer Retention

 

JOB QUALIFICATIONS

Minimum Education

• Graduate of any 4-year course

Minimum Experience

• At least 1 year of Customer Service Experience an advantage

Knowledge and Skills required

• Knowledgeable in Microsoft Word, Excel and Powerpoint.
• Customer Handling Skills
• Probing Skills Communication Skills (Written and Verbal)
• Analytical and Logical Skills
• Multi-tasking Skills
• Interpersonal Skills

Amount of supervision received by the incumbent

• Reports to the CRD Supervisor and CRD Manager but he/she will work independently on his/her own after a general orientation and accomplishment of New TM Knowledge Checksheet.

Level of financial responsibility and accountability

• Accountable for misuse of Department Mobile Phone if with excess for the month

Impact of action carried by this job

• Poor handling/attitude may result to dissatisfied customer or concern customer

Level of communication and nature of contacts

Level  and nature of internal contacts

• Has regular contacts with Heads and TMs of all Departments

Level  and nature of external  contacts

• Has regular contacts with customers