Customer Satisfaction Planning Staff  

Toyota Motor Philippines is looking for a Customer Satisfaction Planning Staff to join our Customer Relations Department based in Makati City, Metro Manila, Philippines.

The Customer Satisfaction Planning Staff is a member of the Customer Satisfaction Planning that is responsible for assisting dealers in delivering excellent customer experience by managing customer feedback and concerns, and overseeing Dealer Customer Relations Operations.

Your role and responsibilities:

• Lead TMP and Dealer Customer Satisfaction and Customer Experience surveys
• Analyze data and improve processes related to dealer sales and after‑sales customer satisfaction and customer delight
• Monitor, evaluate, and analyze dealer customer care and customer satisfaction performance, providing recommendations for improvement
• Manage overall TMP standards, policy, and guidelines for Dealer Customer Relations
• In-charge of Customer Relations events and administration & support of dealer Customer Relations Department
• Review, study, develop, implement, monitor and improve dealers' customer experience programs
• Support Dealer operations (e.g. trainings, Customer Relations Department audit, SOP preparation & management)
• Conduct periodic audit and dealer visits
• In-charge of some administration & support of the Customer Relations Department

Our perfect match:

• Preferably have a Bachelor's degree in Marketing Management or other business or administration degree related
• Experience in Customer Handling & Negotiation is an advantage
• Must possess strong business planning skills to contribute to strategic and operational initiatives
• Can manage planning events and training programs
• You can effectively meet customer needs, build productive customer relationships, and take responsibility for customer satisfaction and loyalty
• You can establish courses of action for self and others to ensure that work is completed efficiently
• You can develop and use collaborative relationships to facilitate the accomplishment of work goals
• You are proactive; taking prompt action to accomplish objectives and taking action to achieve goals beyond what is required

Skills required:

• Excellent in MS Office applications (Excel, PowerPoint, Outlook)
• Knowledge in Qualtrics, Power BI and Canva is an advantage