Customer Relations Specialist (Piaggio Turkey)

CUSTOMER RELATIONS SPECIALIST

1. JOB PURPOSE

To manage customer requests, complaints, suggestions and feedback related to the products and after-sales services of the brands. To ensure that customer feedback is addressed promptly, effectively and with a strong focus on customer satisfaction, while coordinating communication between customers, authorized dealers, authorized service centers and relevant internal departments to improve customer satisfaction and enhance the quality of after-sales services.

2. KEY DUTIES AND RESPONSIBILITIES

- Contribute to promoting a customer-oriented approach throughout the organization and improving customer satisfaction.

- Receive customer requests, complaints, suggestions and feedback through telephone, email, digital channels and other communication platforms, and ensure that all relevant records are entered into the Customer Relations system accurately and on time.

- Ensure that initial responses are provided to customer inquiries, monitor their referral to the relevant processes and follow up until resolution, keeping customers informed of progress and outcomes.

- Coordinate communication and information flow between authorized dealers, authorized service centers and relevant internal departments to resolve customer complaints related to sales and after-sales services.

- Resolve customer complaints as quickly as possible in accordance with company policies and procedures, taking into account the interests of both the customer and the company, and provide the necessary feedback.

- Monitor customer feedback received through social media, Şikayetvar and other digital communication channels, ensuring that the necessary actions are taken and complaints are resolved.

- Follow up on customer complaints involving legal proceedings in coordination with relevant internal departments and the company's legal counsel, ensuring the necessary flow of information and documentation until the conclusion of the proceedings.

- Refer customer complaints related to warranty, technical support and spare parts to the relevant specialists, and follow up on the resolution process and communication with customers.

- Evaluate feedback from authorized dealers and service centers regarding customer complaints and coordinate with relevant stakeholders to address any issues affecting the resolution process.

- Analyze recurring customer complaints and causes of dissatisfaction, identify areas for improvement and contribute to the development of necessary corrective actions in collaboration with relevant departments.

- Participate in initiatives and process improvement activities aimed at increasing customer satisfaction, and share customer feedback with relevant departments.

- Prepare regular analyses and reports on customer complaints, request volumes, complaint categories, resolution times and outcomes, and share them with relevant managers.

- Ensure that records in the Customer Relations system are accurate, complete and up to date, while maintaining customer confidentiality and compliance with applicable personal data protection legislation.

- Maintain a professional, solution-oriented and customer-focused approach in all customer interactions, in accordance with company service standards.

3. QUALIFICATIONS AND COMPETENCIES

- A bachelor's degree in Business Administration, Public Relations, Communications, Marketing or a related field is preferred.

- Preferably at least 3 years of experience in customer relations, customer complaint management, call center operations, the automotive or motorcycle industry, or after-sales services.

- Knowledge of customer relations, complaint management and customer satisfaction processes.

- Strong written and verbal communication skills, active listening abilities and problem-solving skills.

- A customer-focused and solution-oriented mindset, with a strong commitment to achieving results.

- Proficiency in Microsoft Office applications; experience with CRM or similar customer relationship management systems is preferred.

- Strong analytical thinking, reporting, process follow-up and organizational skills.

- Ability to communicate and coordinate effectively with authorized dealers, authorized service centers and internal departments.

- Ability to adapt to a fast-paced working environment and manage multiple requests simultaneously.

- Awareness of customer confidentiality and personal data protection requirements.

- Good command of English.