Customer Relations Management/ Marketing Staff

JOB DESCRIPTION

• Proactively contacts customers following schedule of first maintenance appointment and those with pending recommendations for service.
• Contacts customers to promote service promotional activities and follow up of recommended services through pro-active marketing calls, text blast, email blast etc.
• Receives incoming calls for service appointments and sets appointment for customers due for maintenance.
• Ensures confidentiality of customer’s information and vehicle profile. Provide information with the consent and approval of the Management.
• Contacts customers to update customer information for future prospecting.
• Conducts after service follow-up call with customers who had their vehicles released three days after to verify their satisfaction on the service provided.
• Conducts After Sales follow up calls with customers who had their vehicles delivered/ bought seven days after to verify their satisfaction on services received from Sales Department.
• Administers customer concerns by documenting the customer concerns and coordinates with appropriate department heads to properly address and resolve the issue.
• Monitors and updates customer regarding resolved or pending concerns.
• Prepares and submits the departmental report requested from time to time.
• In-charge of customer’s amenities, lounge, waiting area etc. to ensure customer comfort while waiting including equipment, supplies, consumables, drinks, reading materials etc.
• Prepares related service admin reports.
• Provides recommendation that will promote customer’s satisfaction and retention.
• Ensures overall customer’s satisfaction.

MARKETING STAFF FUNCTIONS:

• Develops and implements strategic marketing plans and sales plans and forecasts to achieve corporate objectives for products and services.
• Develops sales strategies and approaches for various products and services, such as special promotions, sponsored events, etc.
• Creates a plan for gaining customers and then retaining them based on warranties or guarantees.
• Identifies marketing opportunities by identifying consumer requirements; defining market, competitor's share, and competitor's strengths and weaknesses; forecasting projected business; establishing targeted market share.
• Improves product marketability and profitability by researching, identifying, and capitalizing on market opportunities; improving product packaging; coordinating new product development.
• Sustains rapport with key accounts by making periodic visits; exploring specific needs; anticipating new opportunities.
• Maintains excellent relationships with clients through superior customer service.
• Directs sales forecasting activities and sets performance goals accordingly.

JOB SPECIFICATIONS:

• Preferably a graduate of Mechanical Engineering or any related courses.
• Must have at least two years of solid experience in the same industry.
• Knowledgeable with office and administrative procedures.
• Proficient in MS Word and Excel.
• Must be customer oriented.

Job Type: Full-time

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Opportunities for promotion
• Paid training

Work Location: In person