Purpose:

•   Measure customer satisfaction through Service follow-up, take necessary steps to resolve customer complaints and make recommendations in order to increase customer satisfaction.
•   In addition, conduct competitor surveys and present reports on biggest customers

Duties And Responsibilities:

•   Conduct a service-follow-up (SFU) with customers within 48-72hours of the delivery of the car at the workshop according to the SFU guidelines.
•   Try to solve as many complaints as possible that customers might raise during the SFU.lf not successful, refer the complaint to the most suitable person depending on a case-by-case basis
•   Follow-up with the person to which the complaint was referred to and make sure that person has resolved the complaint within the shortest time.
•   Contact customer to make sure he has been contacted and his complaint has been resolved to his satisfaction.
•   Present a monthly report on the SFU and submit it to the General Manager, After-Sales
•   Present recommendations to improve customer satisfaction.
•   Conduct periodic competitor surveys and present report to GM, After -Sales.
•   Present report on biggest customer accounts and manage a Customer Database.
•   Liaise with Marketing Department concerning all promotional and marketing activities.
•   Takes part in the company stock take under the supervision of the Audit Department
•   Any other instructions that may be given from time to time.

Qualification Required & Experience

•   An advance degree in Mechanical Engineering (Automotive), and/or
•   A degree in Marketing

Experience And Competencies:

•   Ability to manage and resolve complaints
•   Good verbal and written communication skills
•   Ability to analyze data
•   Very good knowledge of Microsoft Excel/Word/Power Point
•   Ability to interact with variety of individuals up to top-level customers.
•   Very good listener.

Location: Accra

How To Apply For The Job

Interested applicant, should send their CV and two referees to:

The Human Resource Manager,
Silver Star Auto Ltd,
P. O. Box 199, Tema

or

hrm@silverstar-gh.com

Closing Date: 21 October, 2015