Customer Services Manager - Working At District 7 Toàn thời gian

JOB DESCRIPTION; COUNTRY CS ROLE
• Ensure that cars in showroom on display are clean and well-maintained at all times
• Ensure that staff are properly attired in our uniforms; work attire guideline is observed
• Ensure that refreshments and beverages are replenished and available for customers at all times.
• The customer lounge area is kept clean and tidy with updated reading materials; newspaper and magazines
• Organise Monthly CS Meeting (request for RCS participation whenever required)
• To attend to all customers’ feedback and comments daily;
o Acknowledge receipt of feedback immediately upon receiving it with a phone call
o Highlight and work very closely with respective HODs/Department in charge to review all problems/complaints/feedback
o Help review and follow up within 4 hours from complain to offer a solution

Overview of scope of work

Monthly Test Call Customer Relations
• Conduct test calls for all our branch sales and after sales department to ensure that they answer the call in accordance to (MI Feel Good Test Call) standards
• Emails to the sales/after sales/branch manager and cc to country manager on findings.
• Retest call in the following week repeating until the re-test is passed
Merchandise Display Guide Compliance
• Ensure that all merchandise display uses correct template and item description are correct

Business Card Guideline Compliance
• For all the new branch and dealers opening; to check and ensure that the Business card is printed accordingly to our standard guideline.

Uniform Guideline Compliance
• In charge of uniform guideline; specify work attire for every department and recommend quantity to be issued each year.
• Ensure that recommended work attire is observed

Car Plate Guideline Compliance
• Ensure that all showroom display cars is installed with the MIG standard car plates

CS Audits Compliance
• Conduct audit check for existing MI branch and dealers every 6 months
• Present results and findings to management after each audit.
• Submit results to Regional CS for master audit record in Headquarters
• Clarify and summarise corrective work that needs to be carried out.
• Passing marks for branch is 85% and dealer is 80%
• Conduct subsequent audits check base on previous audit results. Should the branch audited failed badly, there will be an approximate 1-3 months period to rectify the problems. During this period, to follow up very closely on the status. Re-audits will follow after the rectification period
• For branches that scores between 70-84%, re-audit will usually be conducted after 6 months. In this 6 months, they are supposed to rectify the problem and we will follow up closely on the status of rectification)
• Follow up closely on all post-audit recommendations for improvements
• Summary report once all rectification works are complete upon recommended deadline
CS Feel Good Program Training Customer Relations
• Conduct CS Feel Good Training in every new branch/ dealer
• After every training; feedback and results will be sent to Academy for review and compilation
• Constantly reviewing and improvising CS program to adapt to local market context
• Sharing of best practices and experience during Feel Good program
***CS Feel Good Program Training will be training by Training team

Operating Hours Compliance
• Update master copy annually and ensure that operating hours are correctly stated outside each showroom.
• Ensure that accurate operating hours is reflected via our MI main website
Feedback Box & Forms Customer Relations
• To ensure that the feedback box is available in all our branches and dealers
• Constantly review ways to encourage feedbacks

Customer Service Lounge Customer Relations
• Ensure that we refreshment and beverage are available
• Area is neat and tidy and magazines, newspaper are updated properly displayed
Monthly CS meeting Customer Relations & Compliance
• Monthly CS Meeting via video conference with Regional CS ;
• To review recent audit/results and progress of the rectifications works or on areas for improvement if any
• Monthly compilation of Customer Service Indicator in all regional countries
• To discuss and summarise feedbacks from customers for the month
• To bring up issues for discussion to minimise similar complains
• To highlight to Regional CS specific matters areas that they would like to seek advice
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Customer Service (Sales & Aftersales) Customer Relations
• Monthly review of the tabulated CS Survey results – Net Promoter Score
• Review and compile tabulated NPS Score for weekly report to RCS
• Attend to complaints from customers etc.
• To monitor, implement, adapt and improve on all CS survey forms for both physical and online feedbacks for local market
• Send quarterly findings to Regional CS. Improve our Customer Satisfaction Index
• Help ensure that we gather sufficient feedbacks periodically so that we can constantly improve
• Attend to online enquiries promptly
Facilitate FHI visits Compliance
• Branch check prior to FHI visits to ensure that showroom and service facilities are in tip top condition
• Ensure that our staff are properly groomed and that their service level is up to standard

Develop and adapt CS Manual Customer Relations & Compliance
• Compile all CS related information and detail into a manual for reference
• SOPs such as complaint work flow to establish how the department should work with the respective personnel involved to resolve customer’s complain with a time frame
• To include Feel Good Training materials, all template and forms necessary for reference
• Templates such as feedback survey form, audit checklist and format will be included
• Uniform and Business card and all related brand guidelines will be included for reference

Customer Complaint Work Process & Follow up Customer Relations
• Review and implement a standard Customer Complaint Follow up SOP and ensure that all branches follow through.
• Follow up with customers upon car delivery
• Follow up with customers after services
• Follow through to ensure that customer’s complaint are resolved
• Follow through to ensure that feedbacks are channelled to respective departments involved
CRM Activities and Events such as Kansha Day Customer Relations
• In countries with DUO program, to lend support to DUO activities
• Support in terms of planning and execution of event, work closely with all departments to ensure the success of the events
• Update and send Birthday and Festive Holiday Greetings Cards
• Send reminders to customers for Insurance & Road Tax expiry.
• Remind and notify customers periodically on sales/aftersales promotions and servicing.
Key responsibilities as PA:
• Monitor corporate & operation compliance matters, including but not limit to business licenses, leasing, and business extension of the company.
• Keep HODs alignment & follow up their projects to be in line with what GM expects
• Business correspondence & maintain departmental correspondence for GM.
• Schedule & arrange GM’s calendar, travel & other admin tasks
• Develop and propose frameworks and guidelines for improvement and business efficiency
• Be in charged individually certain projects assigned by GM
• Prepare presentations, market reports upon request by GM.