Description
This position will act as the key contact or point person for all customer relationship activities that ensure service customer satisfaction.
Responsibilities
Manage all customer concerns received by Ford Group Phils. - From acknowledgement, communication, resolution, prevention, and data analysis. Act as FGP's point person for all customer concern handling activities (internally and externally). Establish and maintain good working relationships with other functions (internally and externally), such as the regional office, other departments, dealer network, government agencies, legal counsel, etc., for the immediate resolution of customer concerns. Conduct data gathering and analysis on customer concerns to establish and implement robust processes to ensure customer satisfaction at all times. Act as FGP's representative in all corporate meetings relating to Customer Concerns, Customer Satisfaction, etc. Consolidate and report out weekly customer concerns and updates. Work closely with the Customer Service Managers in monitoring all open customer concerns at the dealers. Provide information to Ford Academy on training needs for dealer DCRC staff to improve customer handling and customer resolution skills. Conduct national and dealer pocket trainings on Customer Handling and Customer Resolution Process. Implement a robust process for dealers to centralize all customer concern handling activities - from receiving, acknowledging, coordinating and resolution process (similar to a Call Center set-up). Monitor to ensure that PH CRC/CLP related are under the approved budget as well as identifying support. for PH CRC process improvement. Support IMG/ASEAN CRC for PH CRC Project Launch & Lead/Coordinate for PH CRC project implementation Manage and monitor CRC Programs