Aftersales Engagement & Retention Specialist

Inchcape; Philippines; On-site; PHP 260,000 - 340,000; Full time

Job summary

Inchcape is seeking a dynamic Business Development Center Officer in the Philippines to drive service retention, improve workshop utilization, and strengthen customer relationships through centralized engagement and proactive follow-ups. You will coordinate with dealership teams to schedule service appointments and ensure a smooth booking experience.

The role emphasizes handling customer concerns, maintaining accurate CRM records, and reporting on performance metrics.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or any related field.
• Experience in customer service, call center, or automotive aftersales is an advantage.
• Strong communication and interpersonal skills.
• Ability to manage multiple customer interactions efficiently.
• Proficiency in CRM tools and Microsoft Office applications.

Responsibilities

• Contact customers for service reminders, including PMS, recalls, and special campaigns
• Support aftersales retention initiatives such as loyalty programs, accessories promotions, and warranty campaigns
• Execute centralized reactivation campaigns for lapsed service customers
• Coordinate with dealership teams to schedule and manage service appointments
• Ensure a seamless booking experience for customers to improve show-up rates
• Follow up on Net Promoter Score (NPS) detractors and support service recovery efforts in collaboration with CX teams
• Handle customer concerns and complaints, escalating when necessary to ensure timely and satisfactory resolution
• Monitor ongoing customer cases to ensure proper closure
• Maintain accurate and up-to-date customer records in CRM systems
• Generate and provide reports on customer contact performance and booking metrics
• KPIs: service booking rate, customer contact rate, show-up rate, customer complaint resolution rate

Skills

Communication skills

Interpersonal skills

Multitasking

Customer service

Education

Bachelor’s degree in Business Administration, Marketing, or related field

Tools

CRM tools

Microsoft Office

Job description

Inchcape is seeking a dynamic Business Development Center Officer in the Philippines to drive service retention, improve workshop utilization, and strengthen customer relationships through centralized engagement and proactive follow-ups. You will coordinate with dealership teams to schedule service appointments and ensure a smooth booking experience.

The role emphasizes handling customer concerns, maintaining accurate CRM records, and reporting on performance metrics.