Customer Relations Specialist

Company DescriptionОфициальный дистрибьютор продукции “Toyota” в Узбекистане.Компания не только поставляет новые автомобили в Узбекистан, но и приносит в республику японскую модель ведения бизнеса и скрупулезную заботу о покупателях от Toyota Motor Corporation. В ее основе лежит концепция трех S. Первая S — собственный автосалон (Showroom), вторая S — современная сервисная станция (Service Shop), третья — склад автозапчастей (Spare Parts Shop).Role DescriptionThis is a full-time, on-site role for a Customer Relations Specialist located in Tashkent. Provide overall support to Manager in managing Customer Relations Operations. Develop and continuously improve Customer Relations operations at each dealer by engaging with Dealer`s Customer Relations specialists, building and preserving trusting relationships. Constantly identify opportunities to grow customer base, increase customer satisfaction, promote Kaizen activities and “Voice of Customer” collection at Dealership.KEY DUTIES AND TASKS·       Collect and analyze “Post service follow up” and/or “Net Promotion Score” reports from all dealers for sales and after-sales customers to monitor customer satisfaction.·       Analyze the customer’s voice and share the results with relevant departments in a timely manner.·       Responsible for handling and monitoring customer complaints with relevant departments in order to close properly and in a timely manner.·       Review and analyze trends of complaints for the region·       Support dealers with complaint resolution activities and monitor the results.·       Monitor implementation of action plans within target dates·       Lead and realize Kaizen activity of distributor and dealer based on customer voice.·       Directly responding to customer queries in a timely and accurate way, via phone, email or chat (if applicable).·       Support in standardization of customer relations operations at each dealer.·       Perform customer relations training to the dealers based on Toyota Standard Guidelines.·       Perform other tasks deemed necessary by the senior management.REQUIRED SKILLS AND QUALIFICATIONS ·       Bachelor’s degree in marketing, hospitality management and/or business administration.·       Experience in working with customers and handling complaints.·       At least 1-2 years’ experience in service-related business (Hospitality Management).·       Skills: Communication; Leadership; Analytical; Problem solving; Customer Focus; Driving for Result; Team building.·       Customer-oriented approach.·       Friendly and empathetic behavior.·       Ability to collaborate across departments and different teams.·       Working experience in international and multicultural organizations.·       Proactivity, ability to set priorities and self-motivated.·       Good knowledge of Russian and English languages. Knowledge of Uzbek language is an advantage.·       Computer literacy: competent in working with Excel, Power Point, Word.