Responsible for overseeing overall day to day operation and assuring the achievement of overall TDSP Target for Customer Relations on a quarterly and yearly basis.
Consolidating Mancom report on a monthly basis
Conducting Customer Satisfaction Summary report and meeting to all process owners for their awareness and continuous improvement
Communicate with TMP for any urgent matter that may arise into complaint
Controls availability of the CROs needed forms and supplies
Handles customer inquiries and feedbacks from social media page and endorses it to related department
Creates C4C tickets for complaints and inquiries received from various channels and updates the tickets until its closure
Elevates complaint that needs assistance to TMP CRD
Serve as the frontline of communication and representative to government agencies particularly (DTI) for any concerns that may arise against the company.
Creates monthly report for the summary of survey results and inquiry and complaint trends to be shared to Execom, Related Department Managers and TMP-CRD
Creates quarterly report for VOC based Kaizen
Acts as the front-liner by attending to the complaining customers in the showroom and Service Reception
Maintains a good relationship with team members of Vehicle Sales, Parts and Service, Insurance & M2 with regards to dealing with monitoring of customer concerns and inquiries
Participates in planning of Customer Relations Office Activities
Assist in the facilitation of internal CS training programs
