Job Summary:
The Customer Relations Officer is responsible for maintaining strong relationships between the dealership and its customers by ensuring excellent customer service and satisfaction throughout the customer journey. The role focuses on addressing customer concerns, monitoring service quality, coordinating feedback initiatives, and supporting customer engagement aligned with Toyota’s standards of hospitality and service excellence.
Key Responsibilities:
- Customer Service and Relationship Management
- Serve as the primary point of contact for customer inquiries, concerns, and feedback.
- Provide professional assistance to customers through personal interaction, phone calls, and digital communication channels.
- Ensure a positive customer experience by maintaining a welcoming and service-oriented approach.
- Customer Feedback and Concern Handling
- Receive, document, and monitor customer complaints and concerns, ensuring timely resolution.
- Coordinate with concerned departments to address issues effectively and improve service delivery.
- Conduct follow-ups with customers to confirm satisfaction and resolution of concerns.
- Customer Satisfaction Monitoring
- Assist in implementing customer satisfaction surveys and feedback programs.
- Analyze customer feedback and recommend improvements to enhance service quality.
- Support initiatives aimed at improving customer retention and loyalty.
- Coordination and Administrative Support
- Maintain accurate records of customer interactions, reports, and service documentation.
- Coordinate with Sales, Service, and other departments to ensure seamless customer handling.
- Prepare reports related to customer relations activities and performance metrics.
- Brand Representation and Engagement
- Uphold Toyota’s professional image by demonstrating excellent interpersonal skills and proper customer handling etiquette.
- Assist in dealership events, promotions, and customer engagement activities when required.
QUALIFICATIONS:
- College Graduate
- With good communication skills, both written and verbal
- Experience related to the position is an advantage
- With excellent interpersonal skills and a pleasing personality
Note: This is a general job description. Specific Responsibilities and qualifications may vary depending on the specific role and level within Toyota Butuan City.
