Job Description
This position will act as the key contact or point person for all customer relationship activities (such as direct customer meeting, written communication, customer handling, etc.) that ensures service customer
satisfaction.
Responsibilities
- Manage all customer concerns received by Ford Group Phils. (FGP) – 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
Qualifications
- College Graduate: Communication, Business Management or any course related to the course
- At least 2 to 3 years of work experience in the automotive or 5 years in a service-oriented organization
- Has a basic automotive knowledge
- Has previous work experience in direct-customer and customer concern handling
- Excellent skills in communication, negotiation, and presentation, Skills required for efficient handling of the function like Project Management, ISO/TS Standards.
- Soft skills e.g., Leadership, Presentation skills. Excellent leadership skills and know how to work with a team.
- Knowledgeable of the Consumer Act of the Philippines.
About Us
At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow’s transportation.
About The Team
Marketing, Sales & Service plays an important role in Ford’s revitalization as a modern, progressive vehicle and mobility services company delivering a trusted customer experience. Candidates should have a vast depth of knowledge and expertise in implications of data and taking actions based on those, as well as have a passion for the lifetime value of a customer. Ford MS&S embraces an audience-first mindset and way of doing business that improves customer loyalty, vehicle repurchase, as well as additional sales of vehicles, parts, accessories and services. We are the eyes, ears and voices of Ford, meeting customer demand by delivering the right products to the right dealers at the right time.
