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 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 Diploma 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.
- Applicants must be willing to work in Kuala Lumpur.
- Full-time position.
All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.
We regret that only shortlisted candidates will be notified.
