Customer Relations Officer

Beatitude Auto Industrial Corp; Metro Manila; On-site; PHP 240,000 - 360,000; Full time

Job summary

Beatitude Auto Industrial Corp in Metro Manila is seeking an Aftersales Coordinator to support customer care operations across PMS reminders, service scheduling, warranty handling, and dealer liaison. The role collaborates with the technical team to ensure timely maintenance and effective warranty resolution and promotes Sales and Aftersales activities.

You will drive customer satisfaction by conducting CS surveys after vehicle release, coordinating weekly and monthly concern reports, and

Responsibilities

• Shall send text blasts for PMS reminders coming from the DSPR.
• Coordinate with the technical team for service scheduling, maintenance, and warranty claims.
• Aid in resolving any warranty disputes or concerns and liaise with repair teams for vehicle issues.
• Promote activities of Sales and Aftersales.
• Shall conduct CS survey by calling and interviewing all Service clients after the release of their vehicles from the branch. This will be encoded in the survey link provided by BEATITUDE AUTO GROUP.
• Sales: 3-5 working days (survey)
• Service: 3-5 working days (survey).
• Note: The sales consultant and service advisor shall call the customer 3 days after the unit was released to address any pending concerns before the CRO calls the customer for the survey.
• Handles all surveys as delegated by BEATITUDE AUTO GROUP General Sales Manager.
• Shall collect all pertinent observations from all clients contacted and consolidate these data in their monthly CRO report using BEATITUDE AUTO GROUP Customer Concern Monitoring Tool.
• The CRO shall ensure that concerns and CS survey results are logged accurately and resolutions are properly compiled.
• The CRO shall closely monitor all received concerns (this includes BEATITUDE AUTO GROUP endorsed concerns) and ensure that all concerns are resolved completely by the concerned department in accordance with the BEATITUDE AUTO GROUP Operating Standards and meet the Clients’ expectation. CRO needs to make sure to regularly update the client.
• The CRO must prepare and submit the following reports to the BGM and the After Sales / Service Manager: WEEKLY: Summary of Concerns and Survey Status Report
• MONTHLY: Summary of Concerns and Survey Status Report

Job description

Aftersales Support

• Shall send text blasts for PMS reminders coming from the DSPR.

• Coordinate with the technical team for service scheduling, maintenance, and warranty claims.

• Aid in resolving any warranty disputes or concerns and liaise with repair teams for vehicle issues.

• Promote activities of Sales and Aftersales.

Customer Satisfaction Survey

• Shall conduct CS survey by calling and interviewing all Service clients after the release of their vehicles from the branch. This will be encoded in the survey link provided by BEATITUDE AUTO GROUP.

  • Sales: 3-5 working days (survey)

  • Service: 3-5 working days (survey)

Note: The sales consultant and service advisor shall call the customer 3 days after the unit was released to address any pending concerns before the CRO calls the customer for the survey.

• Handles all surveys as delegated by BEATITUDE AUTO GROUP General Sales Manager.

Handling Concerns

• Shall collect all pertinent observations from all clients contacted and consolidate these data in their monthly CRO report using BEATITUDE AUTO GROUP Customer Concern Monitoring Tool.

• The CRO shall ensure that concerns and CS survey results are logged accurately and resolutions are properly compiled.

• The CRO shall closely monitor all received concerns (this includes BEATITUDE AUTO GROUP endorsed concerns) and ensure that all concerns are resolved completely by the concerned department in accordance with the BEATITUDE AUTO GROUP Operating Standards and meet the Clients’ expectation. CRO needs to make sure to regularly update the client.

• The CRO must prepare and submit the following reports to the BGM and the After Sales / Service Manager:

  • WEEKLY: Summary of Concerns and Survey Status Report

  • MONTHLY: Summary of Concerns and Survey Status Report

Here are our dealers:

• BAIC: North Edsa

Working pattern and location:

• Join Date:ASAP

• Employment Type:Probationary

• Work Location:On-site

• Working Hours:Depends on the location

• Workdays:Monday - Saturday