Job Openings Customer Satisfaction Planning Staff

About the job Customer Satisfaction Planning Staff

Toyota Motor Philippines is looking for a Customer Satisfaction Planning Staff to join our Customer Relations Department based in Makati City, Metro Manila, Philippines. 

The Customer Satisfaction Planning Staff is a member of the Customer Satisfaction Planning Team that is responsible for working alongside Dealers & their Customer Relations Managers to provide the Best Experience at every touch point and expand customer reach.

In this role, you are expected to be a domain expert in Customer Satisfaction and Experience Activity Implementation

Your role and responsibilities: 

  • Responsible for providing support and guidance in the dealer customer relations operations
  • Establish TMP standards, policy, and guidelines for the dealer customer relations
  • Analyze customer data and enhance processes in relation to dealer / digital systems
  • Oversee dealer customer relations training program in terms of logistics, coordination with trainors, monitoring of attendees’ performance, identification of improvements/updates to ensure the relevance and quality of the program
  • Monitor, evaluate and analyze dealer customer care & customer satisfaction performance and give recommendations for improvement
  • Review, study, develop, implement, monitor and improve dealers' customer experience programs
  • Conduct periodic audit and dealer visits
  • In-charge of administration & support in the Customer Relations Department

Our perfect match: 

  • You have a bachelor's degree in any business course.
  • You can effectively meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction and loyalty.
  • You can make customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
  • You are 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.
  • You are capable of monitoring the results of delegations, assignments or projects, considering the skills, knowledge and experience of the assigned individual and the characteristics of the assignment or project.

Skills required: 

  • Microsoft Office Applications, especially Excel & Powerpoint
  • Microsoft Power Platforms (Power B.I.)
  • Familiarity with SAP
  • Data Analysis
  • Policy standardization
  • Process Improvement