Assistant Manager, Critical Complaint Management

Proton New Energy Technology Sdn Bhd; Subang Jaya; On-site; MYR 90,000 - 150,000; Full time

Job summary

Proton New Energy Technology Sdn Bhd seeks an experienced Customer Experience/Complaint Manager to oversee end-to-end complaint handling, legal liaison, and tribunal support.

You will coordinate with Sales, Aftersales, Technical, Dealer Network, and Legal teams, document cases in CRM, ensure timely resolutions, and maintain policy compliance.

Qualifications

• Bachelor's Degree in Business Administration, Customer Service, Marketing, or related field.
• Minimum 5 years of experience in Customer Experience, Complaint Management, or Customer Relations.
• Experience handling complex disputes or regulatory/ legal-compliance related complaints is an added advantage.

Responsibilities

• Manage and monitor customer complaints across call centre, email, social media, dealer network, and regulators.
• Log, categorize, and track complaints in CRM with complete documentation and case history.
• Coordinate with Sales, Aftersales, Technical, Dealer Network, and Legal for investigations.
• Prepare case reports and evidence for legal review or management decisions.
• Escalate high-risk cases to senior management and liaise with stakeholders through resolution.

Skills

Customer experience

Complaint management

Stakeholder management

Legal liaison

Tribunal support

Education

Bachelor's degree in Business Administration

Customer Service

Marketing

Job description

Incorporated on 16th August 2022, a wholly-owned subsidiary of Perusahaan Otomobil Nasional Sdn Bhd. General (or Official) Distributor of smart vehicles in Malaysia & Thailand.

Our mission and vision are to become the leader in new energy ecosystem automotive solutions. Our business scope encompasses the distribution of New Energy Vehicles, provision of EV charging solutions, electronic parts and mobility solutions, finance and insurance services, retailing of accessories and merchandise, monitoring data services for customers as well as the latest technology in EV design and manufacturing.

The Role

Key Responsibilities:

1. Customer Complaint & Critical Case Management

• Manage and monitor customer complaints received through multiple channels including call centre, email, social media, dealer network, and regulatory bodies.
• Ensure all complaints are properly logged, categorized, and tracked in the CRM system with complete documentation and case history.
• Handle complex, high-impact, and sensitive complaints that may involve reputational risk, regulatory matters, or potential legal escalation.
• Provide timely case updates and resolutions to customers while maintaining professionalism and compliance with company policies and service standards.
• Ensure complaint resolution is delivered within the agreed Turnaround Time (TAT) while balancing customer satisfaction and company interest.

2. Case Investigation & Legal Case Handling

• Conduct thorough investigation of complaint cases by coordinating with relevant departments including Sales, Aftersales, Technical, Dealer Network, and Legal Department.
• Perform detailed root cause analysis to determine the cause of the issue and recommend appropriate corrective actions.
• Handle critical cases involving potential legal disputes, regulatory complaints, social media escalation, or whistleblower cases.
• Prepare comprehensive case reports, investigation findings, and supporting documentation for legal review or management decision-making.
• Ensure all case information, customer communication, and supporting evidence are properly documented to support legal processes if required.

3. Liaison with Legal Department & Tribunal Support

• Act as the primary liaison between CRM and Legal Department for cases involving potential legal exposure or dispute escalation.
• Work closely with Legal to review complaint cases, assess legal risks, and determine appropriate response strategies.
• Assist in preparing documentation and evidence required for legal proceedings, tribunal hearings, or regulatory submissions.
• Attend Tribunal for Consumer Claims or other dispute resolution proceedings when required, representing the company to present case facts, documentation, and investigation outcomes.
• Coordinate with internal departments and dealers to gather necessary information to support legal defense or settlement discussions.

4. Escalation & Stakeholder Management

• Escalate high-risk or sensitive cases to senior management when necessary.
• Act as the central coordination point between customers, dealers, internal departments, and Legal for complex cases.
• Ensure clear communication and alignment among stakeholders throughout the case investigation and resolution process.

5. Compliance & Documentation

• Ensure all complaint cases are properly documented and maintained in the CRM system with complete records.
• Maintain proper documentation for audit, compliance, legal reference, and regulatory reporting.
• Ensure complaint handling practices comply with company policies, regulatory guidelines, and customer service standards.

Qualifications and Requirements:

• Bachelor's Degree in Business Administration, Customer Service, Marketing, or related field.
• Minimum 5 years of experience in Customer Experience, Complaint Management, or Customer Relations.
• Experience handling complex customer disputes, escalation cases, or legal-related complaints is an added advantage.
• Exposure to tribunal cases, regulatory complaints, or legal coordination is preferred.