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Must possess at least a Bachelor's Degree or Professional Degree in any discipline or equivalent. Preferably in Mass Communication/Marketing/Business Management
Minimum 8 to 10 years of working experience in the same capacity and experience. Knowledge of automotive industry practice will be an added advantage.
Leadership skills: The ability to organize and direct activities with the customer experience team in ensuring the delivery of high-quality service to customers.Strong client-facing and excellent oral & written communication and negotiation skills.
Communication skills: Well-versed in effectively interacting with customers to identify and process their requirements.
Customer Service Skills: The ability to courteously interact with customers to ensure a positive customer experience, including all levels of management
Attribute required: Initiative, thinking strategically, excellent leadership skill, good organization skill, ability to handle stress
Able to advise and interact with all levels of management.
Able to apply sound business judgment and set priorities.
Awareness of the industry's latest trends and applications.
Willing to travel as and when required.
Oversee the hiring, orientation, and training of an organization’s customer experience team
Define and implement standards, procedures, and/or processes for ensuring optimal customer experience. Provide customers with a professional standard of service and achieve a high level of customer satisfaction.
Conduct surveys in gathering information from customers on their opinion of the services rendered to them. (Conduct customer satisfaction survey to gauge satisfaction level and to generate survey results, interpret data tabulation, trend analysis, and compile detailed/accurate/ informative management reports.)
Utilizing social media platforms to reach out to customers in helping them to resolve issues/concerns and providing quick responses to inquiries. Take ownership of customers' concerns and follow problems through to concern resolution
Supervise activities of customer experience team in ensuring their interactions with customers reflect positively on the company, where required by coordinating with respective departments and service centers in achieving IT. Ensure customer concerns are well attended to by coordinating with respective departments anAnnd service centers.
Oversee the restructuring of an organization into a customer-focused establishment
Monitor the activities of the workshop’s customer service team to ensure compliance with acceptable standards of customer service. Maintain accurate records and document all customer service activities and discussions.
Prepare and manage annual budgets in achieving set objectives and goals
Conduct studies and research to discover new techniques necessary for improving customer experience
Organize training programs for customer experience representatives in order to update their job knowledge and enhance their skills in driving positive customer experience
Utilize customer relationship management ( RM) tools in coordinating and monitoring customer experience operations
Attend seminars, workshops, and conferences to improve existing job knowledge.
To assist immediate manager/management on ad-hoc projects/tasks when & as required.
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