Customer Experience Lead - Auto Service & Telemarketing

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

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.