Customer Relations Officer

ACMobility is looking for a Customer Relations Officer to oversee daily contact center operations and ensure efficient handling of customer inquiries across all communication channels. This role supports the business by driving timely resolution, consistent service quality, and positive customer experience throughout the dealer network.

The position focuses on managing call handling performance, ticket creation, and case endorsement while coordinating closely with dealerships and internal teams. Within defined service level targets and company guidelines, the Customer Relations Officer contributes to improved First Call Resolution (FCR) and overall customer satisfaction.

Roles and Responsibilities

• Monitor incoming calls and ensure adherence to standard response times
• Oversee daily contact center operations across hotline, email, social media, and NPS channels
• Ensure accurate creation, categorization, and tracking of customer tickets
• Manage proper routing and endorsement of customer concerns to the appropriate dealerships
• Coordinate with dealerships to support timely resolution of endorsed cases
• Track call volumes, tickets created, and endorsements against defined targets
• Support continuous improvement initiatives to improve First Call Resolution and service efficiency

Qualifications

• College graduate in a business, communications, or related field
• Experience in contact center operations, customer relations, or customer experience roles
• Background in ticketing systems and case management processes
• Strong coordination and communication skills for handling internal and external stakeholders
• Ability to monitor performance metrics and service level targets
• Customer‑focused mindset with attention to detail and process adherence

Why ACMobility

At ACMobility, you will be part of a performance‑driven organization that values accountability, collaboration, and continuous improvement. We provide meaningful opportunities for career growth while working alongside experienced leaders across diverse mobility businesses.

As part of the Ayala Group, ACMobility offers exposure to a broad ecosystem of industries and initiatives shaping the future of mobility. Our work contributes to building sustainable, innovative, and customer‑focused mobility solutions that support the evolving needs of Filipinos.

Who We Are

• ACMobility is the mobility solutions arm of the Ayala Group of Companies and the Philippines first end‑to‑end mobility provider. The company operates across automotive distribution, dealership networks, aftersales services, and electric vehicle charging infrastructure. ACMobility continues to invest in sustainable and future‑ready mobility solutions that empower Filipinos to move forward with confidence.