It is primarily responsible in handling direct customer contact (inquiries/ concerns). Its office should be the central depository unit of all customer- related concerns. Administratively, the CRA should the involved in the customer concern process from receipt to resolution. It receives, analyzes, mediates, follows up, records and monitors a particular concern from start to its final resolution.

FUNCTIONS

Handles customer contact (inquiry or concern) directly from customers through the telephone, letters, personal visits, website, or survey.

Motivates the dealership for its active involvement in the attainment of greater customer satisfaction through several CS activities.

Gathers, analyzes and reports customer feedback (Voice of the Customer) to all departments concerned (Sales, P&S, F&A). Communicates the same to the distributor through their Customer Service Section.

Acts as the direct link or facilitator between Toyota and the customer.

RESPONSIBILITIES

Administer the overall operations of the Customer Relations Office in accordance with established systems and procedures.

Responsible in analyzing, monitoring and disposing customer concerns governing all concerned departments and reporting the results of the same to both, TMP and dealer management.

Acts as a direct link or facilitator between Toyota and Customer.