Customer Relations Senior Specialist

MAIN PURPOSE OF THE JOB

Supporting and assisting the Manager of Customer Relations Department in the area of team organization and dealer relations. To cultivate and sustain strong, positive relationships with dealers by serving as a primary contact for complex inquiries, escalations, and feedback, ensuring timely and effective resolutions to enhance overall customer satisfaction and loyalty. Mentoring Customer Relations Specialists and contributing to the continuous improvement of customer relations strategies and processes, promoting Kaizen activities and dealership customer care improvements.

KEY DUTIES AND TASKS

• Analyze dealer’s VOC reports in a timely manner, identifying trends in customer feedback and advocating for improvements to products, services, and processes.
• Manage and resolve complex customer complaints, issues, and escalations efficiently and effectively, ensuring a high level of customer satisfaction.
• Build and maintain strong relationship management, long-term relationships with dealers, understanding their needs and ensuring their experience with the dealers is positive.
• To provide guidance, support, and mentorship to junior customer relations team members, assisting with challenging cases and sharing best practices.
• Identify opportunities to enhance customer service procedures, policies, and standards to improve efficiency and customer satisfaction.
• Track, analyze, and report on customer interactions, feedback, and issue resolution metrics. Use data to identify trends and make recommendations.
• Work closely with other departments (e.g., Sales, Marketing, Technical Support, Product Development) to ensure a seamless customer experience and to address customer concerns comprehensively.
• Develop and maintain a comprehensive understanding of company products, services, and policies. Contribute to the development of knowledge base articles and FAQs.
• To organize proactive customers engagement through the dealer network to gather feedback, offer support, or inform them of new products or services, as appropriate.
• Contribute to customer retention efforts by identifying at-risk customers and implementing strategies to mitigate churn.
• 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 3 years of experience in a customer service or customer relations role, with a proven track record of handling complex issues and escalations. Experience in a senior or lead role is highly desirable.

• Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely. Active listening skills are paramount.
• Strong ability to identify, analyse, and solve complex problems with a customer-centric approach.
• Proven ability to de-escalate tense situations and negotiate resolutions that are satisfactory to both the customer and the company.
• Demonstrated ability to guide, support, and motivate team members.
• Strong organizational and time-management skills, with the ability to prioritize tasks and manage multiple issues.
• Friendly and empathetic behaviour.
• Working experience in international and multicultural organizations.

• Self-motivated with a strong desire to achieve positive outcomes and improve customer experiences.
• Good knowledge of the Russian and English languages. Knowledge of the Uzbek language is an advantage.
• Computer literacy: competent in Excel, PowerPoint, Word.