Job Description

• Plan, develop, implement and improve effective customer service goals, procedures, policies, and standards.
• Understand and address customer’s needs, complaints, inquiries or other issues and follow up on the problems raised until resolved via various communication platforms.
• Engage and manage call-in customers by assisting, confirming or clarifying any concerns as needed.
• Provide customers with a professional standard of service and to achieve a high level of customer satisfaction.
• Provide timely and accurate responses to customer inquiries regarding the latest model promotions, special offers, and product features.
• Efficiently utilize the CRM system to access and manage customer data, track interactions, preferences, and sales history, ensuring personalized service.
• Act as the point of contact for customer feedback and concerns, collaborating with the sales team to resolve issues and find effective solutions.
• Proactively reach out to customers to keep them informed of new sales events, product updates, and promotional activities, encouraging engagement and sales opportunities.
• Ensure customer concerns are well attended by coordinating with respective departments or sections and authorized dealerships.
• Conduct customer service training and program for the dealer’s Aftersales frontliners in order to drive CS mindset.
• Conduct satisfaction surveys to gauge customers’ satisfaction level and generate survey results for improvement analysis.
• Maintain accurate complaint data records and documents for improvement analysis.
• Keep ahead of industry’s development and apply best practices to areas of improvement.
• Prepare FAQ on any new model or product to be launched.
• Support for any company event which is related to operations and explanation.
• Plan and control section budgeting.
• Prepare daily, weekly and monthly reports to the management.
• Perform related duties as assigned or as the situation dictates.

Job Requirements

• Candidate must possess at least Degree in Business Administration / Psychology or equivalent.
• Required language(s): Bahasa Malaysia,  English and we are seeking candidates proficient in Mandarin to better serve our Mandarin-speaking clients.
• At least 3 year(s) of working experience in the related field is required for this position.
• Preferably with working experience in the automotive industry.
• Strong client-facing and excellent oral & written communication and negotiation skills.
• Comprehensive knowledge of general corporate business management & automotive industry practices and techniques.
• Able to demonstrate excellent troubleshooting, multi-tasking, analytical and statistical skills.
• Able to advise and interact with all levels of management.
• Intermediate or advanced Microsoft Office skills.
• Applicants must be willing to work in Kuala Lumpur.
• Full-time position.

Skills