Customer Satisfaction & Dealer Support Associate

Toyota Motor Philippines Corporation


Date: 3 weeks ago
City: Makati City
Contract type: Full time
Toyota Motor Philippines is looking for Customer Satisfaction & Dealer Support Associate to join our Customer Relations Department based in Makati City, Philippines.

In this role, you are expected to be a domain expert in monitoring and evaluation of Dealerships over-all Customer Care and Customer Satisfaction performance.

Your role and responsibilities:

  • Ensure implementation of TMP standards, policies and guidelines in the Dealerships customer relations operations
  • Oversee Dealerships training programs related to customer relations and customer satisfaction.
  • Develop necessary improvements/updates in Dealer trainings related to Customer Service to ensure the relevance and quality of the program
  • Guides dealers to conduct customer surveys to measure Customer Satisfaction & NPS and Voice of Customers
  • Provide timely feedback and proper coordination to TMP and other related departments on Voice of Customers (VOC)
  • Leads utilization of VOCs for Dealer CS & Customer Experience Improvement
  • Manages the Qualtrics XM (Experience Mgt) System
  • Conduct periodic audit and dealer visits
  • Analyze customer data and enhance processes in relation to dealer systems
  • Spearhead the administration and support in Dealerships customer service


Our perfect match:

  • You have a bachelor's degree in any Business related or any Marketing related course.
  • You can make customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
  • You can establish courses of action for self and others to ensure that work is completed efficiently.
  • You can develop and use collaborative relationships to facilitate the accomplishment of work goals.
  • You are capable of setting up ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.
  • You are proactive; taking prompt action to accomplish objectives and taking action to achieve goals beyond what is required.


Skills required:

  • Data Analysis
  • Customer Satisfaction / Experience Activity Implementation
  • Proficient in MS Excel, MS Powerpoint (knowledge in SAP is a plus)
  • Ability to implement Process improvements and Creation of SOPs
  • Training Program Management
  • Excellent Communication skills
  • Highly organized, detail oriented


Please apply through the link below.

https://www.careers-page.com/toyota-motor-philippines-corporation/job/L67RW85W

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