Job Summary:
The Customer Relations Officer is responsible for fostering positive relationships between the dealership and its customers by delivering exceptional customer service and ensuring customer satisfaction throughout the ownership experience. This role handles customer inquiries, feedback, and concerns, coordinates with internal departments to resolve issues, and supports initiatives that enhance customer loyalty while upholding Toyota’s commitment to service excellence.
Key Responsibilities:
- Customer Service and Relationship Management
- Welcome and assist customers in a professional, courteous, and friendly manner.
- Serve as the primary point of contact for customer inquiries, requests, and manner.
- Build and maintain positive relationships with customers by providing responsive and personalized service.
- Customer Feedback and Concern Resolution
- Receive, document, and monitor customer feedback, complaints, and suggestions.
- Coordinate with the appropriate departments to ensure timely and effective resolution of customer concerns.
- Conduct follow-ups with customers to verify satisfaction and ensure concerns have been properly addressed.
- Customer Satisfaction Programs
- Assist in implementing customer satisfaction surveys, follow-up activities, and loyalty programs.
- Analyze customer feedback and prepare reports with recommendations for service improvement.
- Support dealership initiatives aimed at enhancing the overall customer experience.
- Administrative and Coordination Support
- Maintain accurate records of customer interactions, feedback, and resolutions.
- Prepare reports related to customer satisfaction, complaints, and service performance.
- Coordinate with Sales, Service, and other departments to ensure seamless customer support.
- Compliance and Professionalism
- Handle confidential customer information with discretion and sound judgement.
- Ensure compliance with dealership policies, customer service standards, and operational procedures.
- Represent Toyota Iligan with professionalism, integrity, and a customer-first mindset.
QUALIFICATIONS:
- Must possess at least a Bachelor’s degree in any field
- With a pleasing personality and a professional demeanor
- Excellent communication and interpersonal skills
- Customer service-oriented with the ability to build positive relationships
- Ability to work efficiently in a process-driven environment
- Ability to maintain confidentiality and exercise sound judgement when handling customer concerns
Note: This is a general job description. Specific responsibilities and qualifications may vary depending on the specific role and level within Toyota Iligan City.
