Electric vehicle aftersales manager

Grand Canyon Multi-Holdings, Inc.; Quezon City; On-site; PHP 268,000 - 402,000; Full time

Job summary

Grand Canyon Multi-Holdings, Inc. in Quezon City seeks a customer service specialist to assist EV customers in a friendly, professional manner.

You will respond to inquiries about EV products, services, maintenance, charging, warranties, and after-sales support. Coordinate with Sales, Service, Parts, Technical and Warranty teams to address needs, follow up after purchases or servicing, monitor satisfaction, and identify improvement opportunities.

Qualifications

• 1-3 years of experience in customer service or related fields.
• Bachelor's degree in related field may be considered.
• Excellent verbal and written communication.
• Familiarity with EV charging and basic vehicle maintenance.
• Ability to explain EV features clearly to customers.
• Proficient with CRM systems.

Responsibilities

• Welcome and assist EV customers in a professional and friendly manner.
• Respond to customer inquiries regarding EV products, services, maintenance, charging, warranties, and after-sales support.
• Handle customer concerns, complaints, and requests and ensure timely resolution.
• Coordinate with Sales, Service, Parts, Technical, and Warranty teams to address customer needs.
• Follow up with customers after vehicle purchase, servicing, repairs, or other customer interactions.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Explain basic EV features, vehicle functions, charging procedures, and available services to customers.
• Assist customers with service appointments, vehicle concerns, warranty inquiries, and service-related requests.
• Maintain accurate customer records, feedback, complaints, and follow-up activities.
• Conduct customer satisfaction surveys and prepare reports on customer feedback and concerns.
• Escalate technical or safety-related EV issues to qualified technicians or appropriate departments.
• Keep customers informed about the progress and status of their requests or vehicle service.
• Support customer retention and loyalty programs. Promote a positive company image and maintain professional customer relationships.
• Ensure all customer interactions comply with company policies and applicable data privacy requirements.

Skills

Verbal communication

Written communication

Interpersonal skills

Problem solving

Customer focus

Positive attitude

Time management

Organization

MS Office

CRM basics

Handling difficult customers

Cross-functional collaboration

EV knowledge

EV features explanation

EV safety knowledge

Education

Bachelor's degree or equivalent

Job description

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Communications, Automotive Technology, Customer Service, or a related field; equivalent experience may be considered.
• 1-3 years of experience in customer service, automotive, dealership, or customer relations.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving skills.
• Customer-focused with a professional and positive attitude.
• Good organizational and time-management skills.
• Proficient in Microsoft Office and basic customer relationship management (CRM) systems.
• Ability to handle difficult customers and resolve complaints professionally.
• Ability to work effectively with different departments and teams.
• Familiarity with EV charging, batteries, range, regenerative braking, and basic vehicle maintenance.
• Ability to explain EV features and charging procedures in simple, customer-friendly language.
• Knowledge of EV safety is an advantage.

Job Description:

• Welcome and assist EV customers in a professional and friendly manner.
• Respond to customer inquiries regarding EV products, services, maintenance, charging, warranties, and after-sales support.
• Handle customer concerns, complaints, and requests and ensure timely resolution.
• Coordinate with Sales, Service, Parts, Technical, and Warranty teams to address customer needs.
• Follow up with customers after vehicle purchase, servicing, repairs, or other customer interactions.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Explain basic EV features, vehicle functions, charging procedures, and available services to customers.
• Assist customers with service appointments, vehicle concerns, warranty inquiries, and service-related requests.
• Maintain accurate customer records, feedback, complaints, and follow-up activities.
• Conduct customer satisfaction surveys and prepare reports on customer feedback and concerns.
• Escalate technical or safety-related EV issues to qualified technicians or appropriate departments.
• Keep customers informed about the progress and status of their requests or vehicle service.
• Support customer retention and loyalty programs.
  Promote a positive company image and maintain professional customer relationships.
• Ensure all customer interactions comply with company policies and applicable data privacy requirements.