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 satisfaction surveys to gauge customers satisfaction level and generate survey results for improvement analysis.
Maintain accurate complaint data records and documents for improvement analysis.
Perform related duties as assigned or as the situation dictates.
Requirements
Candidate must possess at least Degree in Business Administration / Psychology or equivalent.
Required language(s): Mandarin, Bahasa Malaysia, and English
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.
This role may require working midnight shifts as part of a rotate shift.
