Customer Relations Assistant  

It is primarily responsible for handling direct customer contact (inquiries/ concerns). Its office should be the central depository unit of all customer-related concerns. Administratively, the CRA should be involved in the customer concern process from receipt to resolution. It receives, analyzes, mediates, follows up, records, and monitors a particular concern from start to its final resolution.

Functions

• Handles customer contact (inquiry or concern) directly from customers through the telephone, letters, personal visits, website, or survey.
• Motivates the dealership for its active involvement in the attainment of greater customer satisfaction through several CS activities.
• Gathers, analyzes and reports customer feedback (Voice of the Customer) to all departments concerned (Sales, P&S, F&A). Communicates the same to the distributor through their Customer Service Section.
• Acts as the direct link or facilitator between Toyota and the customer.

Responsibilities

• Administer the overall operations of the Customer Relations Office in accordance with established systems and procedures.
• Responsible for analyzing, monitoring, and disposing of customer concerns governing all concerned departments and reporting the results of the same to both, TMP and dealer management.
• Acts as a direct link or facilitator between Toyota and Customer.

• Preferably with a relevant college degree
• With excellent written and oral communication skills
• With excellent customer service skills
• Computer Literate
• Customer service experience from reputable car dealership is an advantage