Customer Relations & Satisfaction Staff (Automotive Engineering)

About the role
This position is responsible for improving customer satisfaction and enhancing the overall ownership experience throughout the customer journey. Working closely with dealers, customers, and internal departments, you will develop customer care initiatives, analyze customer feedback, improve service processes, and support dealer capability development. This role is ideal for candidates with an Automotive Engineering background who are passionate about customer experience and service excellence.
Key responsibilities
1. Customer Relationship Management
- Build, develop, and maintain strong relationships with customers and dealers through customer care activities.
- Develop suitable customer care approaches for different customer segments (e.g. Key Accounts, Fleet Customers, Supervisors, etc.).
- Maintain regular communication with customers through various channels, including SMS, Zalo, phone calls, direct mail, and face-to-face visits.
- Share important information with customers, including: promotional campaigns, new product information, new dealer and branch openings, customer policies and programs, customer events, and other Isuzu activities.
2. Customer Satisfaction & Service Development
- Coordinate with professional survey companies to conduct customer satisfaction and brand awareness surveys, then analyze the results and provide feedback to relevant departments for continuous service improvement.
- Develop, review, and improve customer service policies and operational processes for dealers, including: sales and after-sales customer care processes, customer complaint handling procedures, customer survey and feedback collection processes, customer information management and database maintenance, and continuous improvement based on customer feedback.
Plan, propose, and organize customer engagement programs and events to enhance customer satisfaction.
- Conduct customer service training for dealer staff, including: customer service skills, complaint handling techniques, customer survey implementation, and best practices for improving customer satisfaction.
3. Customer Support & Reporting
- Support the team in organizing Eco-Drive Seminars and Daily Maintenance Training programs.
- Handle customer complaints and coordinate with relevant departments to ensure timely resolution.
- Visit customers and regularly update customer information.
- Prepare reports related to customer relations, customer satisfaction, dealer activities, and CRS operations.