CRO Supervisor

Grand Canyon Multi-Holdings, Inc.; San Juan; On-site; PHP 335,000 - 558,000; Full time

Job summary

Grand Canyon Multi-Holdings, Inc. requires a CRO Supervisor to lead our Aftersales Telemarketing Team, driving service appointments and customer retention through proactive engagement.

You will resolve inquiries, manage complaints, and communicate maintenance recommendations in layman's terms, ensuring customers understand costs and scope of work. Strong leadership and CRM/data reporting skills are essential.

Qualifications

• Bachelor's degree in business or communications.
• 2–3 years of customer service or telemarketing experience.
• Strong leadership skills.
• Proficiency in CRM software and data reporting tools.
• Ability to track metrics and analyze feedback trends to meet targets.

Responsibilities

• Serve as primary contact for customers, addressing inquiries and resolving issues across in-person, phone, and email channels.
• Investigate and resolve complaints to ensure customer satisfaction.
• Gather and analyze customer feedback to identify service improvements.
• Assist customers with scheduling service appointments and providing cost estimates.
• Follow up with customers post-service to ensure satisfaction and nurture retention.
• Educate customers on automotive products, services, and warranties in clear terms.
• Mediate conflicts between customers and dealership to reach mutually agreeable solutions.
• Lead the Aftersales Telemarketing Team to drive service appointments and revenue growth.
• Maintain detailed records of interactions and generate management reports on satisfaction metrics and trends.

Skills

Leadership

Conflict resolution

Verbal communication

Written communication

Metrics tracking

Data analysis

Telemarketing

Customer service

Education

Bachelor's degree in business or communications

Tools

CRM software

Data reporting tools

Job description

Duties & Responsibilities

• Customer Interaction: The CRO Supervisor serves as a primary point of contact for customers, addressing inquiries, resolving complaints, and aiding with service-related issues. Maintain a professional and courteous demeanor while interacting with customers in person, over the phone, or via email.
• Complaint Resolution: When customers express dissatisfaction with services or products, the CRO Supervisor investigates the issues, listens to customer concerns, and works to resolve complaints promptly and effectively.
• Customer Feedback Management: The CRO Supervisor gather feedback from customers regarding their experiences with the dealership or service center. They may conduct satisfaction surveys, monitor online reviews and social media comments, and compile feedback to identify areas for improvement.
• Service Advising: The CRO Supervisor may assist customers with scheduling service appointments, providing estimates for repairs, and explaining recommended maintenance or repair services. They ensure that customers understand the scope of work and associated costs before authorizing services.
• Follow-Up Communication: After service appointments or vehicle purchases, the CRO Supervisor follow up with customers to ensure satisfaction, address any additional concerns, and inquire about their overall experience. They may also provide reminders for scheduled maintenance appointments or follow-up visits.
• Customer Education: The CRO Supervisor educate customers about automotive products, services, and warranty coverage. They explain technical information in layman's terms, answer questions about vehicle features and functionality, and provide guidance on proper vehicle maintenance.
• Conflict Resolution: Occasionally, customers may have disputes or conflicts with dealership policies, service charges, or warranty coverage. The CRO Supervisor acts as a mediator, facilitating discussions between customers and dealership management to reach mutually agreeable resolutions.
• The CRO Supervisor is responsible for leading the Aftersales Telemarketing Team in generating service appointments, improving customer retention, increasing workshop utilization, and supporting revenue growth through proactive customer engagement. The role ensures that telemarketers consistently achieve appointment, conversion, and customer satisfaction targets while maintaining excellent customer experience.
• Documentation and Reporting: The CRO Supervisor maintain detailed records of customer interactions, complaints, resolutions, and feedback. They may generate reports summarizing customer satisfaction metrics, complaint trends, and areas requiring improvement for management review.

Qualifications:

• Bachelor's degree in business or communication, 2 to 3 years of customer service or telemarketing experience, and strong leadership skills
• Strong conflict resolution and mediation abilities to handle complex client complaints
• Good verbal and written communication skills
• Proficiency in customer relationship management (CRM) software and data reporting tools
• Ability to track metrics, analyze feedback trends, and meet performance targets.