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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;
oAcknowledge receipt of feedback immediately upon receiving it with a phone call
oHighlight and work very closely with respective HODs/Department in charge to review all problems/complaints/feedback
oHelp 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
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.