Customer Relation Manager

Job Descriptions:  

• Document with all relevant details any customer concerns additional to those arising from follow-up call and log those in the same concern register.
• Ensure that the relevant department manager or the coordinate him/herself addresses all concerns in the concern register.
• Addressed concern files are returned to the Follow-up person include them in a second Follow-up to ensure complete satisfaction.
• At least 80% of all concerns raised by a customer should reach the point of the concerns being addressed to the customers satisfaction.
• Nature and type of concerns documented in the concern register should be analyzed on regular basis and a prevention strategy developed and amended on regular basis.
• The incumbent is responsible for monitoring the CVP results and addressing any issues with the relevant department heads with the focus on improving those results.
• CVP results are entered in the measurement system matrix.
• The incumbent is also responsible for the monitoring of, as well as the collection and the entering of the metrics data onto the metrics work sheet.
• On completion of the metrics compilation the incumbent is also responsible in reviewing the data and reporting the outcomes to Dealer Management and Dealer Staff.
• The CRM is also assuring that the metrics are forwarded to the responsible areas of Ford Motor Company and in a timely manner at the completion of each month.
• Prepare improvement actions plans, follow up with the line managers to complete the action planed.
• Achieve the CVP target.
• Achieve the OEM training target for DCRC job roles and CRM.

Requirements:

• English speaking and computer using ability
• Good leadership and management
• At least 5 years in the field related
• Ability to speak Chinese is a plus