Customer Relations Officer

CUSTOMER RELATIONS OFFICER – SERVICE DEPARTMENT

Company: Geely North EDSA
Department: Aftersales / Service Department
Position: Customer Relations Officer
Reports To: Aftersales Manager / Service Manager

JOB SUMMARY

The Customer Relations Officer is responsible for ensuring a positive and professional customer experience throughout the vehicle service process. The position serves as the primary point of contact for customers regarding service appointments, concerns, updates, feedback, and follow-ups.

The role requires excellent communication skills, customer service orientation, attention to detail, and the ability to coordinate closely with Service Advisors, Technicians, Warranty, Parts, and Management.

KEY RESPONSIBILITIES

1. Customer Service & Reception

• Welcome and assist customers in a professional and courteous manner.
• Handle customer inquiries regarding vehicle servicing, repairs, maintenance, and service procedures.
• Explain basic service processes, schedules, and requirements to customers.
• Ensure customers are properly assisted from service reception until vehicle release.

2. Service Appointment & Customer Coordination

• Receive and coordinate service appointment requests through phone, chat, social media, and other channels.
• Confirm appointments and remind customers of their scheduled service.
• Coordinate customer requests with Service Advisors and the Service Team.
• Monitor customer concerns and ensure proper endorsement to the responsible personnel.

3. Customer Follow-Up

• Conduct follow-ups with customers regarding service status and concerns.
• Contact customers after vehicle release to check their satisfaction and experience.
• Monitor pending customer concerns until properly resolved.
• Maintain an updated record of customer follow-ups and concerns.

4. Customer Complaints & Concern Handling

• Receive and document customer complaints professionally.
• Address basic concerns and coordinate technical or operational concerns with the appropriate department.
• Escalate unresolved or sensitive complaints to the Service Manager/Aftersales Manager.
• Ensure proper documentation and follow-through of customer complaints.

5. Customer Satisfaction & Feedback

• Conduct customer satisfaction surveys and gather service feedback.
• Monitor customer comments, complaints, and suggestions.
• Identify recurring customer concerns and report them to Management.
• Assist the Service Department in improving customer satisfaction and service experience.

6. Administrative & Reporting Duties

• Maintain accurate customer records and service-related communications.
• Prepare daily/weekly reports on appointments, follow-ups, complaints, and customer feedback.
• Monitor customer retention and returning service customers.
• Maintain confidentiality of customer information and service records.

KEY EXPECTATIONS / PERFORMANCE INDICATORS

• High level of customer satisfaction and professional customer handling.
• Timely response to customer inquiries and concerns.
• Accurate and complete customer records and reports.
• Consistent follow-up of service customers.
• Proper escalation and resolution tracking of complaints.
• Increased customer retention and repeat service visits.
• Strong coordination with Service Advisors, Technicians, Parts, Warranty, and Management.
• Professional appearance, communication, and attitude at all times.

QUALIFICATIONS

• Graduate of Business Administration, Marketing, Hospitality Management, Communications, or related course preferred.
• At least 1 year of experience in customer service, automotive service, dealership, or related industry preferred.
• Experience in an automotive dealership or service center is an advantage.
• Excellent verbal and written communication skills.
• Customer-oriented and service-focused.
• Organized and detail-oriented.
• Can handle difficult customers professionally.
• Proficient in Microsoft Office and basic reporting.
• Willing to work in North EDSA, Quezon City.

COMPETENCIES

• Customer Service Excellence
• Communication Skills
• Complaint Handling
• Problem Solving
• Coordination & Follow-Up
• Attention to Detail
• Time Management
• Professionalism
• Teamwork
• Stress Management

Pay: Php19,630.00 per month

Benefits:

• Promotion to permanent employee

Work Location: In person