Customer Relations Specialist

MAIN PURPOSE OF THE JOB

Provide overall support to the Manager in preserving and developing Customer Relations Operations. Develop and continuously improve Customer Relations operations at each dealer by engaging with the dealer's Customer Relations specialists and building and maintaining trusting relationships. Constantly identify opportunities to grow the customer base, increase customer satisfaction, promote Kaizen activities and “Voice of Customer” collection at the dealership.

KEY DUTIES AND TASKS

• Collect and analyze post-sales and post-service follow-up survey results and/or Net Promoter Score reports for sales and after-sales customers to monitor customers’ loyalty and satisfaction.
• Analyze the customers’ voices and share the results with relevant departments on time.
• Handle and monitor customer complaints with relevant departments to resolve properly and promptly.
• Review and analyze trends of complaints for the region.
• Support dealers with complaint resolution activities and monitor the results.
• Monitor implementation of action plans within target dates.
• Lead and realize Kaizen activities of distributor and dealer based on customer voice.
• Support Customer Assistance Center operations and set the processes to directly respond to customer queries in a timely and accurate way through omnichannel communication.
• Support in standardization of customer relations operations at each dealer.
• Support in distributor’s Customer Assistance Center standardization.
• Support in Mystery Shopper research analysis and results.
• Perform customer relations training to the dealers based on Toyota Standard Guidelines.
• Perform other tasks deemed necessary by the senior management.

REQUIRED SKILLS AND QUALIFICATIONS

• Bachelor’s degree in marketing, hospitality management, business administration, or other.
• Experience in working with customers and handling complaints.
• At least 1-2 years’ experience in a service-related business (preferably in the automobile industry).
• Skills: Communication; Leadership; Analytical; Problem solving; Customer Focus; Driving for Result; Team building.
• Customer-oriented approach.
• Friendly and empathetic behavior.
• Ability to collaborate across departments and different teams.
• Working experience in international and multicultural organizations.
• Proactivity, ability to set priorities and self-motivation.
• Good knowledge of Russian, Uzbek, and English languages.
• Computer literacy: competent in working with Excel, PowerPoint, Word, CRM.