Be part of one of the fastest-growing automotive brands in the Philippines.

The exclusive distributor of Foton Trucks, Chery, Lynk & Co, BAIC Auto, and Radar EV Pick-up in the Philippines is looking for Customer Relations Officer.

The position supports and oversees Dealer CROs nationwide to ensure consistent service standards and effective issue resolution. It also consolidates feedback and provides insights to improve customer satisfaction and dealer service performance.

Key Responsibilities:

1. Customer Communication and Management

• Central Point of Contact: Act as the primary contact for customer inquiries and concerns, coordinating with dealers and UAAGI Sales and Aftersales Zones Officers/Managers to ensure resolution.
• Communication Channels: Manage emails, hotline, website, and social media inquiries, ensuring timely responses and follow-ups. Oversee service mobile hotline and ensure all calls are within 3 rings except during holidays and beyond work hours. Ensure acknowledgement and strictly observe response time of within 24 business hours.

2. Coordination and Support

• Dealer and Aftersales Coordination: Work with Dealer CROs and UAAGI Sales and Aftersales Officers/Managers to resolve customer issues, monitor dealer performance, and ensure adherence to company standards.
• Support and Training: Provide guidance and training to Dealer CROs, assisting them in handling customer concerns effectively and implementing best practices.

3. Customer Care Strategies and Feedback

• Strategy Development: Review and enhance customer care practices, and assist in creating and implementing customer care strategies and programs.
• Ensure that all Dealer CROs actively conduct surveys to reach the mandated target while tracking and reporting compliance weekly and monthly. Consolidate and analyze customer feedback to drive product development and service improvements.

4. Sales and Service Programs

• Marketing and Sales Targets: Develop and implement service marketing programs to help meet sales and parts targets. Ensure alignment of customer service programs and promotions with company objectives.

5. Data Management and Reporting

• Database Management: Maintain and update a comprehensive database of customer concerns to track and resolve issues efficiently.
• Reporting Generate and submit monthly reports on customer complaints and service performa analyzing trends to drive improvements.

6. Monitoring and Performance Analysis

• Survey Oversight: Monitor the execution of customer satisfaction surveys conducted by Dealer CROS Validate and review survey submissions to measure Sales Satisfaction Index (SSI) and Customer Service Index (CSI). Analyze data to identify trends and areas for improvement, and report findings to upper management for strategic decision-making.
• Concerns Handling: Ensure accurate logging, tracking, and resolution of customer concerns, and prepare detailed reports for management review.

7. Ad hoc Duties

• Cross-functional Collaboration: Work on cross-functional projects to improve customer experience and handle unexpected tasks as required.

To be successful in this role you must be…

• College graduate of a four-year business course, preferably Marketing.
• Exposed in customer relations in the service industry with minimum of 2 years of experience.
• Proficient in Microsoft Office program including excel, powerpoint, and word.
• Excellent in time management, multi-tasking, and handling complaints and inquiries.
• Knowledgeable in market research and communication methods.
• Experienced in working with diverse organization.

Working Pattern and Location:

Join Date: January 2026

Employment Type: Full-time employee

Work Location: On-site

Working Hours: 45 hours per week (7:30 AM to 5:30 PM)

Workdays: Monday to Friday

Location: Chery Commonwealth. M3HM+V9X Brgy, Commonwealth Ave, Quezon City, Metro Manila, Philippines