Toyota Laos Co., Ltd. (TLAO) is an affiliate of Toyota Tsusho Asia Pacific Pte. Ltd. (TTAP) in Singapore and Toyota Tsusho Corporation (TTC) in Japan. Established on May 09, 2018, TLAO is the solely-authorized importer and distributor of Toyota vehicles and genuine parts in Laos. For further information, please visit our website https://www.toyota.com.la/ or Facebook: https://www.facebook.com/ToyotaLaos. With the constant growth of the company, we are actively locating the talents who are looking for a challenging and rewarding career as below:

Call Center Operation 

(Outsourced staff)

Key Responsibilities:

• Conducts individual interviews, both over the phone and face-to-face;
• Manages large amounts of inbound and outbound calls in a timely manner;
• Keeps records of all conversations in our call center database in a comprehensible and professional manner;
• Demonstrates strong phone call and verbal communication skills along with active listening skills;
• Customer focus and can adapt to different types of personalities and behaviors; 
• Summarizes all the index value from all the surveyed respondents;
• Ensures accuracy and correctness of customers’ data and maintains customer satisfaction;
• Assists Customer Service Manager to improve questionnaires, both in Lao and English, to realign them with actual business operation and practices;
• Daily, Weekly, Monthly Customer Satisfaction report and analysis;
• Create Call center plan to increase number of interview (successful);
• Follow up progressive of Call Centre regarding In-active & Aging customer follow up (Support marketing activities);           
• Improve Dealers Call Centre by create new SOP, Evaluation Program and Knowledge base Application;
• Improve Dealers Call Centre SOP modification to support Value Chain Ambassador enhancement;
• Support Customer Relation Officer to improve Net Promotor Score (NPS) and including customer relationship (CR) Activity;
• Provide an effective schedule of Dealer Call center standard and training to staff as per Toyota Motor Cooperation (TMC) standards;
• Performs other duties as assigned by Customer Service Manager;
• Ensure job process flows and procedures are in conformity with TLAO guidelines; and
• Set up NPS daily follow up and share daily voice of customer (VOC) results to discuss the problem with CR, Field Operation Management (FOM) and Technic team;
• Support Service administrative tasks.

Required knowledge and skills:

• University Degree/Diploma in Business Administration, Marketing and/or or related fields;
• At least 2 years’ experience in PR, Communication and/or Customer Service; 
• Excellent influencing and interpersonal skills with people at all levels, internally and externally;
• Strong written and oral communication skills, including presentation skills;
• Flexible, adaptable and comfortable with ambiguity.

Interested candidates should submit CV to:

Human Resources and General Affairs Department, Email: hr_recruitment@toyota-laos.com or 020 57399641 for more info.

Remark: Competitive salary package will be offered based on qualification and experience of the successful candidate.

Only short-listed candidates will be notified for the interview.