Customer Relations Officer

MVP Asia Pacific Inc.; Mabalacat; On-site; PHP 268,000 - 446,000; Full time

Job summary

MVP Asia Pacific Inc. is seeking a Customer Relations Officer in the Philippines to handle outbound and inbound calls, manage service appointments, and respond to queries via email/SMS. The role emphasizes customer retention and proactive outreach to re-engage customers overdue for maintenance.

You will use CRM tools and MS Office to update records, support reporting, and coordinate with departments to resolve inquiries. English fluency and detail orientation are required.

Qualifications

• 2+ years of experience in a high-volume contact centre or similar customer-facing phone-based role.
• Experience in the Automotive Industry is a plus.
• Prior experience working with Australian or American customers is a plus.
• Experience in outbound calling, appointment setting, or customer retention campaigns is a plus.
• Experience with Ring Central, HubSpot and Titan DMS is a plus.
• Proficiency in Softphone and CRM platforms.
• Proficiency in Microsoft Office and MS Teams.
• Ability to navigate multiple systems and applications simultaneously.
• High attention to detail with strong administration and time management capabilities.
• Confident phone manner with ability to build rapport easily and qualify customers.
• Resilient and adaptable - comfortable handling a variety of call types (inbound, outbound, complaints).
• Confident communicator who thrives in a fast-paced and challenging environment.
• Results-driven with a continuous improvement mindset.
• Collaborative team player.
• Customer-focused with a genuine passion for delivering an excellent experience.
• Strong verbal and written English communication skills.

Responsibilities

• Make outbound calls to confirm upcoming service due, initial inspections and secure bookings.
• Follow up on overdue services and secure bookings.
• Confirm or Create Service Pricing Quotations as part of the appointment process and securing Service bookings.
• Contact customers with vehicles requiring action of outstanding manufacturer safety recall campaigns.
• Manage inbound booking calls from service customers.
• Respond to inbound queries regarding vehicle status updates.
• Respond to customer enquiries via email, SMS offering assistance with service appointments, general queries, and scheduling requests.
• Support customer retention campaigns through proactive outbound contact.
• Re-engage lapsed customers who have significantly exceeded their service intervals, encouraging them to return for necessary maintenance.
• Build strong customer relationships to drive repeat business.
• Send SMS as part of outbound workflow attempts. Email customers to support requirements necessary with customer retention.
• Perform data entry and updates in the dealer management system.
• Complete internal admin tasks and reporting as required.
• Manage initial complaint intake, log details, and elevate as appropriate.
• Manage inbound queries relevant to other departments and direct them accordingly.

Skills

Outbound calling

Appointment setting

Customer retention

CRM platforms

Ring Central

HubSpot

Titan DMS

Softphone

MS Teams

Microsoft Office

Time management

Verbal English

Written English

Customer service

Tools

Ring Central

HubSpot

Titan DMS

CRM systems

Softphone

MS Teams

Microsoft Office

Job description

Customer Relations Officer

Job Description:

Outbound Calls:

• Make outbound calls to confirm upcoming service due, initial inspections and secure bookings.

• Follow up on overdue services and secure bookings.

• Confirm or Create Service Pricing Quotations as part of the appointment process and securing Service bookings.

• Contact customers with vehicles requiring action of outstanding manufacturer safety recall campaigns.

Inbound Calls:

• Manage inbound booking calls from service customers.

• Respond to inbound queries regarding vehicle status updates.

Other Communication:

• Respond to customer enquiries via email, SMS offering assistance with service appointments, general queries, and scheduling requests.

Customer Retention:

• Support customer retention campaigns through proactive outbound contact.

• Re-engage lapsed customers who have significantly exceeded their service intervals, encouraging them to return for necessary maintenance.

• Build strong customer relationships to drive repeat business.

Admin:

• Send SMS as part of outbound workflow attempts. Email customers to support requirements necessary with customer retention.

• Perform data entry and updates in the dealer management system.

• Complete internal admin tasks and reporting as required.

Complaint Handling:

• Manage initial complaint intake, log details, and elevate as appropriate.

Query Handling:

• Manageinbound queries relevant to other departments and direct them accordingly.

Qualifications:

• 2+ years of experience in a high-volume contact centre or similar customer-facing phone-based role.

• Experience in the Automotive Industry is a plus.

• Prior experience working with Australian or American customers is a plus.

• Experience in outbound calling, appointment setting, or customer retention campaigns is a plus.

• Experience with Ring Central, HubSpot and Titan DMS is a plus.

• Proficiency in Softphone and CRM platforms.

• Proficiency in Microsoft Office and MS Teams.

• Ability to navigate multiple systems and applications simultaneously.

• High attention to detail with strong administration and time management capabilities.

• Confident phone manner with ability to build rapport easily and qualify customers.

• Resilient and adaptable - comfortable handling a variety of call types (inbound, outbound, complaints).

• Confident communicator who thrives in a fast-paced and challenging environment.

• Results-driven with a continuous improvement mindset.

• Collaborative team player.

• Customer-focused with a genuine passion for delivering an excellent experience.

• Strong verbal and written English communication skills.