Gaia Kassiopeia Tiosayco

• Reports and coordinates with Dealer Development Manager for Service in Honda Motor Co. Regional Office (Dubai, UAE) for non-technical trainings.
• Delivers in-house non-technical trainings, specifically about customer service and new car models, for newly-hired and current Service Advisors and service personnel.
• Conducts performance evaluation for Service Advisors based on assigned KPIs (Key Performance Indicators); Identifies competence gaps and suggest training needs.
• Monitors and updates records for KPIs and training completion for all service personnel
• Designs or customizes in-house training courses as recommended by National Aftersales Manager, when necessary, to address training needs
• Prepares training reports, manuals and feedback forms; Creates PowerPoint presentations needed for training; Arranges training room, amenities and materials.

• Liaises with Business Development Manager, MIS Executive, Service Operations Manager, Marketing Manager, and Showroom Managers for achieving targets and KPIs, understands current market trend based on CRM reports, Discusses competence gaps among call center agents and Identifies training needs.
• Collaborates with Sales and Aftersales Managers about current services / products and new promotions to secure and retain new / existing / lost clients and customers.
• Maintains CRM data and generates reports.
• Oversees / supervises the operation of DOMASCO contact center, including:
- Team of five (5) call center agents (outsourced); Handles training for new hires, and performs quality check and coaching as needed, to ensure adherence to company standards and service level agreement
- Answers email inquiries; Directs concerns to appropriate departments; Proactively seeks appointments from customers to increase showroom and service center visits by selling current offers/promotions
- Monitors agents’ tasks:
A. Identify, prequalify and secure eligible leads and appointments
B. Build business relationships with current and potential customers
C. Understand customers’ needs and offer solutions and support; Answer questions and follow-up calls; Escalate concerns and complaints
D. Make multiple outbound calls to customers using the standard scripts
E. Meet and exceed all targets and KPIs set
- Acts as liaison officer between the DOMASCO and call center management
- Prepares reports for all CRM activities to Business Development Manager, Head of Sales and Marketing and Showroom Managers.
• Extracts NPS (Net Promote Score) and CSV (Customer Service Values) from Qualtrics and prepares the CE (Customer Engagement) report (Excel and PowerPoint) for circulation to all department heads and service personnel; Identifies areas of concern and develops action plan
• Prepares PowerPoint presentation for the monthly CE meeting; Sends meeting invitations; Arranges meeting room requirements
• Receives and updates VOC (Voice of the Customer) report; Follows up resolution; Conducts analyzation and prepares quarterly VOC report.

• Welcomes customer and provides high level of customer service
• Handles telephone and email inquiries and sets appointments as needed
• Prepares appointment realization and no-show reports on a daily basis
• Ensures that customer lounge is clean and organized at all times; Checks and orders office supplies as needed; Assists in updating technician’s HR records.

• Handles telephone calls courteously and directs them to the respective guest or department.
• Assists guests with their inquiries/needs and provides information as requested; Handles guest complaints and reports/logs them for tracking purposes
• Provides secretarial services to guests in the Business Centre
• Prepares and processes requisitions for the department thru Quality Maintenance System (QMS)
• Greets & welcomes all guests at all times in a friendly & helpful manner using guest names at every opportunity; Facilitates efficient check-in and check-out
• Delivers personalized service; Maintains the high standards of InterContinental Hotels & Resorts in F&B service to Club Lounge guests.
• Ensures that all executive floor guests are treated as top VIPs at all times
• Complies with Hotel’s Health, Safety and Hygiene policy.

• Handles all general inquiries about the hotel, room features and amenities and current promotions on rooms
• Responsible for making room reservations and amendments on bookings of guests, travel agents and corporate clients
• Generates daily reports such as on-books report, occupancy and daily pick up reports
• Answers email inquiries pertaining to room reservation and processes on-line reservations
• Acts as MICE specialist, handles group bookings and attends Coordination Meeting

• Performs all clerical duties to the standards required by the Exec. Asst. Manager (EAM)
• Inputs all guests’ feedbacks in the Fidelio “remarks”
• Drafts and prepares letter replies to guests’ feedback
• Attends Guest Feedback Meeting with other department heads and prepares the minutes of the meeting
• Routes and distributes documents to other departments
• Checks and orders office supplies as needed