Customer Satisfaction & Dealer Support Associate

Toyota Motor Philippines is looking for Customer Satisfaction & Dealer Support Associate to join our Customer Relations Department based in Makati City, Philippines.

In this role, you are expected to be a domain expert in monitoring and evaluation of Dealerships over-all Customer Care and Customer Satisfaction performance.

Your role and responsibilities:

• Ensure implementation of TMP standards, policies and guidelines in the Dealerships customer relations operations
• Oversee Dealerships training programs related to customer relations and customer satisfaction.
• Develop necessary improvements/updates in Dealer trainings related to Customer Service to ensure the relevance and quality of the program
• Guides dealers to conduct customer surveys to measure Customer Satisfaction & NPS and Voice of Customers
• Provide timely feedback and proper coordination to TMP and other related departments on Voice of Customers (VOC)
• Leads utilization of VOCs for Dealer CS & Customer Experience Improvement
• Manages the Qualtrics XM (Experience Mgt) System
• Conduct periodic audit and dealer visits
• Analyze customer data and enhance processes in relation to dealer systems
• Spearhead the administration and support in Dealerships customer service

Our perfect match:

• You have a bachelor's degree in any Business related or any Marketing related course.
• You can make customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
• You can establish courses of action for self and others to ensure that work is completed efficiently.
• You can develop and use collaborative relationships to facilitate the accomplishment of work goals.
• You are capable of setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.
• You are proactive; taking prompt action to accomplish objectives and taking action to achieve goals beyond what is required.

Skills required:

• Data Analysis
• Customer Satisfaction / Experience Activity Implementation
• Proficient in MS Excel, MS Powerpoint (knowledge in SAP is a plus)
• Ability to implement Process improvements and Creation of SOPs
• Training Program Management
• Excellent Communication skills
• Highly organized, detail oriented

Please apply through the link below. 

https://www.careers-page.com/toyota-motor-philippines-corporation/job/L67RW85W