Customer Relationship Manager

Inquiry Managements- Update on registered Inquiries Allocation [Weekly] Complaint Management- Post Sales & Service Feedback- Tracking & Monitoring of Feedback Results [Weekly] VOC Registration- Complaint Registration Monitoring, Closure as per Timeline & Quality Check [Daily] Early Complaint Detection & Resolution & Content Updating [Daily] Learning & Countermeasure- Learning & Countermeasure Preparation, Discussion & Implementation along with Functional Division [Weekly] Post Complaint Satisfaction Follow up- Understanding the Post Complaint Resolution Satisfaction from the customer [Weekly] Customer Voice Registration- Monitoring Quality Registration at all Touch Points [Daily] Customer Voice Sensitization- Sensitize Functional Officials on Customer Voice Capturing [Weekly] Obeya Management- Periodical Obeya Updating [Daily] Regular Feedback to CR Officials on Operations [Monthly] Propose & Ensure Training [Monthly] Raise Manpower request if needed(according to TKM policies) Implementation & Monitoring Effectiveness of Toyota Guideline [Monthly] Analysis of Anticipated Customer Voice & Report to next level and related Operation Function [As It Happens] Secondary Responsibility: Manage customer arrivals to maximize relationship building opportunities. Improving the overall customer relationship, delivering reliable administrative support and customer service. Finding out what information, products or services the customer requires to meet his/her needs, providing clear, accurate and relevant information. Review with HR personals on Manpower requirement and other related issues (Monthly).