Customer Relations Officer - Telemarketer

MG Greenhills - Service Department; Manila; On-site; PHP 279,000 - 391,000; Full time

Job summary

MG Greenhills - Service Department in Manila is seeking a service and appointment specialist to manage PMS reminders, bookings, and aftersales follow-ups. You will interact with customers to schedule maintenance, address inquiries, and promote dealership promotions.

Ideal candidates will have a Bachelor’s degree in business or related fields, strong communication skills, and experience in outbound telemarketing.

Qualifications

• Bachelor's degree in business, communications or marketing.
• Ability to understand KPIs as indicated by the company.
• Excellent communication and empathy with clients.
• Experience in outbound telemarketing preferred.
• Fluent in English, Filipino and local dialect.
• Proficient with computer applications.
• Basic understanding of appointment setting and follow-up.
• Excellent customer service and interpersonal skills.
• Results-oriented.

Responsibilities

• Call customers to remind them of upcoming or overdue PMS, general repair, and warranty schedules.
• Assist in booking service appointments and ensure correct customer details are recorded. Confirm attendance prior to appointments.
• Coordinate customer requests with Service Advisors and the appointment team.
• Conduct follow-up calls after service to check satisfaction and encourage return visits.
• Inform customers about service packages, promos, and value-added aftersales programs.
• Maintain accurate records of call outcomes and update CRM; submit daily/weekly reports.

Skills

KPI understanding

Customer service

Communication skills

Empathy

Outbound telemarketing

English fluency

Filipino language

Computer literacy

Education

Bachelor's degree in Business Administration/Communications/Marketing

Tools

CRM system

Job description

Job Description:

Qualifications:

• Bachelor's Degree in Business Administration, Communications or Marketing
• Have the ability to understand Key Performance Indicators as indicated by the company
• Able to communicate and empathize with clients
• Preferably with experience in doing outbound telemarketing
• Fluent in English, Filipino and local dialect
• Proficient with computer applications
• Basic understanding of appointment setting; concept of follow up
• Excellent customer service, interpersonal and communication skills
• Results-Oriented

Duties & Responsibilities:

A. Service Appointment and Booking

Call customers to remind them of upcoming or overdue Periodic Maintenance Service (PMS), general repair, and warranty schedules.

Assist in booking service appointments and ensuring correct customer details are recorded. Confirm customer attendance prior to the scheduled appointment.

Coordinate customer requests with Service Advisors and the appointment team.

B. Customer Follow-Up and Retention

Conduct follow-up calls after service completion to check customer satisfaction.

Encourage customers to return for future services and dealership promotions.

Inform customers about service packages, promos, and value-added aftersales programs.

C. Customer Feedback and Concern Handling

Collect customer feedback, complaints, and suggestions during calls.

Properly document concerns and endorse them to the Aftersales Manager.

Ensure timely follow-up and customer updates regarding unresolved concerns.

D. Data Management and Reporting

Maintain accurate records of call outcomes, customer responses, and appointment updates. Update customer contact details in the dealership system/CRM.

Submit daily and weekly reports such as:

• Outbound Calls Made
• Successful Appointments Booked
• No-show follow-ups
• Customer complaints and escalations
• Conversion rate and retention summary

E. Campaign Support

Support dealership campaigns (PMS reminders, free check-ups, seasonal promos, recall/service bulletin outreach). Coordinate customer invitation calls for events or special service days.