Job Description

Oversee customer interactions across all dealership touchpoints, including Sales, Service, and Body & Paint, to ensure a positive customer experience and compliance with company standards.
Handle customer inquiries, complaints, and feedback professionally, ensuring timely follow-up and effective resolution.
Utilize the DMS VOC system to record customer feedback, conduct meet-and-greet activities, build customer relationships, and enhance customer engagement.
Act as the escalation point for complex customer complaints that require further investigation or management intervention.
Ensure customer complaints are acknowledged within 24 hours and an action plan is provided within 48 hours.
Implement the seven-step complaint handling process and ensure all complaints are properly recorded in DMS VOC, including complaint chronology, supporting documents, repair history, and closure evidence.
Monitor the quality and effectiveness of complaint handling across departments to ensure compliance with company procedures and service standards.
Assist in planning and implementing marketing activities, including roadshows and customer engagement programs.
Analyze customer feedback and complaint trends to identify service gaps and recommend improvements to enhance customer satisfaction.
Promote a customer-centric culture throughout the dealership by encouraging excellent service standards and continuous improvement.

Job Requirements

Possess at least a Degree in any field.
Relevant experience in customer service, customer relations, or customer experience management is an added advantage.
Fresh graduates are encouraged to apply.
Excellent verbal and written communication skills, with the ability to interact effectively with customers and internal teams.
Strong interpersonal skills and the ability to understand customer needs, expectations, and concerns.
Ability to coordinate, guide, and motivate team members towards achieving customer experience objectives.
Strong analytical and problem-solving skills, with the ability to evaluate customer feedback and make informed decisions.
Good organizational skills, attention to detail, and the ability to manage multiple complaints and follow-up activities effectively.
Customer-oriented, proactive, and committed to delivering excellent customer service.
Willing to be based in Banting, Selangor.

Working Hours

Pay: RM2,500.00 - RM3,500.00 per month

Work Location: In person

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