Job Openings Customer Experience Supervisor - Nissan Libis

About the job Customer Experience Supervisor - Nissan Libis

Qualifications:

  • Bachelor's Degree in Business Administration, Communications or Marketing
  • Have the ability to understand Key Performance Indicators as indicated by the company
  • Able to communicate and empathize with clients
  • Preferably with experience in doing outbound telemarketing
  • Fluent in English, Filipino, and local dialect
  • Proficient with computer applications
  • Basic understanding of appointment setting; concept of follow-up
  • Excellent customer service, interpersonal, and communication skills
  • Results-Oriented

Job Descriptions:

  • Customer Interaction: The CE Supervisors serve as a primary point of contact for customers, addressing
  • inquiries, resolving complaints, and aiding with service-related issues. Maintain a professional and
  • courteous demeanor while interacting with customers in person, over the phone, or via email.
  • Complaint Resolution: When customers express dissatisfaction with services or products, the CE
  • Supervisor investigates the issues, listens to customer concerns, and works to resolve complaints
  • promptly and effectively.
  • Customer Feedback Management: The CE Supervisor gather feedback from customers regarding their
  • experiences with the dealership or service center. They may conduct satisfaction surveys, monitor online
  • reviews and social media comments, and compile feedback to identify areas for improvement.
  • Service Advising: The CE Supervisor may assist customers with scheduling service appointments, providing
  • estimates for repairs, and explaining recommended maintenance or repair services. They ensure that
  • customers understand the scope of work and associated costs before authorizing services.
  • Follow-Up Communication: After service appointments or vehicle purchases, the CE Supervisor follows up
  • with customers to ensure satisfaction, address any additional concerns, and inquire about their overall
  • experience. They may also provide reminders for scheduled maintenance appointments or follow-up
  • visits.
  • Customer Education: The CE Supervisor educate customers about automotive products, services, and
  • warranty coverage. They explain technical information in layman's terms, answer questions about vehicle
  • features and functionality, and provide guidance on proper vehicle maintenance.
  • Conflict Resolution: Occasionally, customers may have disputes or conflicts with dealership policies,
  • service charges, or warranty coverage. The CE Supervisor acts as a mediator, facilitating discussions
  • between customers and dealership management to reach mutually agreeable resolutions.
  • Documentation and Reporting: The CE Supervisor maintain detailed records of customer interactions,
  • complaints, resolutions, and feedback. They may generate reports summarizing customer satisfaction
  • metrics, complaint trends, and areas requiring improvement for management review.

Or refer someone