CRO SUPERVISOR

A. Customer Relations and Satisfaction
Supervise the daily activities of Customer Relations Officers (CROs).
Ensure timely and professional handling of customer inquiries, feedback, and complaints.
Monitor customer satisfaction throughout the sales, vehicle release, and after-sales service processes.
Handle escalated customer complaints and coordinate with concerned departments for resolution.
Ensure timely customer follow-ups after vehicle purchase, delivery, and service appointments.
Implement customer retention and engagement initiatives.

B. Customer Complaint Management
Receive, investigate, document, and monitor customer complaints.
Coordinate with Sales, Service, and other departments to resolve customer concerns.
Ensure customers receive timely updates regarding the status of their complaints.
Monitor recurring issues and recommend corrective and preventive actions.
Escalate unresolved or critical complaints to management.

C. Team Supervision
Assign tasks and monitor the performance of CRO team members.
Conduct regular coaching and provide guidance to improve customer service performance.
Monitor attendance, productivity, and compliance with company policies.
Ensure that customer relations activities are completed within established timelines.
Recommend training and development programs for the CRO team.

D. Reporting and Documentation
Prepare and submit daily, weekly, and monthly customer relations reports.
Monitor customer satisfaction ratings, survey results, and complaint resolution records.
Maintain accurate and updated customer feedback and complaint databases.
Ensure proper documentation and confidentiality of customer information.
Submit reports and recommendations to management for process improvement.

E. Compliance and Coordination
Ensure compliance with dealership policies, standard operating procedures, and manufacturer customer satisfaction requirements.
Coordinate with the Sales and Service departments to improve the overall customer experience.
Monitor compliance with customer follow-up procedures and service quality standards.
Participate in customer satisfaction audits and manufacturer assessments.
Perform other duties and responsibilities related to the position as assigned by management.

Pay: From Php25,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Employee discount
• Free parking
• On-site parking
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person