Job Description
To manage the call center, Leam needs to enhance the PM reminder, Appointment Preparation, and PSFU to achieve the target and high customer retention.
To manage the CR officer to enhance CSI, SSI, and VOC to achieve high customer satisfaction
Assist the manager in setting up KPIs- SSICS| for all branches
Assist the manager in setting up KPIs for the call center and manage the CR team to achieve the retention rate target.
To monitor weekly and monthly call center and CR team performance/activities results, reported by each staff, and provide comments with a positive thinking approach
To manage the CR officer to enhance CSI, SSI, and VOC to achieve high customer satisfaction
Assist the manager in setting up KPIs- SSICS| for all branches
Assist the manager in setting up KPIs for the call center and manage the CR team to achieve the retention rate target.
To monitor weekly and monthly call center and CR team performance/activities results, reported by each staff, and provide comments with a positive thinking approach
- To propose new ideas on how to increase customer satisfaction in any form, different from current practices
- To propose new ideas on how to achieve the target and high customer retention
- Good communication and negotiation skills with customers and internal members
- To handle initial customer complaints before seeking support from the manager
- Assist the manager in setting a plan to conduct field visits at each DLR with proper reporting, Kaizen activity & work closely with all DLRs
- To fully support subordinates based on professionalism as needed
- To ensure timely & accurate CRD report (daily, weekly & monthly) is sent to the manager
- Perform other tasks assigned by the supervisor.
Job Requirements
- University degree in General Management or other related fields
- Minimum 4 years of professional experience in the related field
- Honest, flexible, responsible, hardworking, and able to work under pressure
- Motivated, positive attitude, proactive, and team-oriented- Good communication and strong interpersonal skills
- Good knowledge of customer satisfaction and retention
- Good at English language (speaking, writing, and listening skills)
- Logical thinker, able to work efficiently with raw data and provide analysis
- Proficiency with Microsoft Word, Excel & PowerPoint
Company Profile
Toyota (Cambodia) Co., Ltd. is the sole exclusive distributor for all TOYOTA vehicles, Genuine Parts, and Quality Service in the Kingdom of Cambodia. With the endless and massive support from our manufacturer, we have always taken into consideration the right selection of suitable products for the Cambodian market. To make the best choice, a critical survey on market conditions such as road condition, fuel quality, driving behavior, weather, and so forth is thoroughly conducted and analyzed for the aim of ensuring the conformity of our products. As a result, many different varieties of TOYOTA models have been introduced to satisfy our customers’ needs and wants.
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