Assistant Manager Customer Service - Mercedes Benz

Cycle & Carriage Bintang Berhad; Malaysia; On-site; MYR 60,000 - 80,000; Full time

Job summary

An automotive company in Malaysia is seeking a professional to manage aftersales operations. The role involves monitoring staff compliance with procedures, improving customer service, and ensuring operational efficiency. The ideal candidate should have 4-5 years of experience in related roles and possess a diploma or degree in Automotive/Mechanical Engineering. Strong communication skills in English and Bahasa Malaysia are required.

Qualifications

• 4-5 years’ related experience in aftersales customer service operations.
• Familiar with SOPs in aftersales operations.
• Strong integrity and reliability.

Responsibilities

• Monitor daily aftersales operations and ensure compliance with procedures.
• Improve customer service and address complaints effectively.
• Enhance overall operational efficiency through training and improvements.

Skills

Customer service skills

Teamwork mentality

Problem-solving

Communication in English and Bahasa Malaysia

Education

Diploma/ Degree in Automotive/ Mechanical Engineering

Job description

• Monitor the day to day after sales operations to ensure that all staff follows the procedures laid down by the vehicle manufacturer (like Workshop Process Consulting / sending technical info, feedback etc.
• To constantly monitor the operation to ensure that the Standard Operating Procedures (SOP), WPC and audit requirements are followed and ensure corrective actions are initiated wherever required proactively.
• To ensure that all company policies are followed by all staff fully and initiated corrective actions whenever required.
• To maintain good business relationship with all stakeholders included internal depts.
• To ensure proper coordination between other departments (finance/sales/HR etc) for smooth running of after sales operations.

Target Management

• Closely monitor aftersales throughput, revenue, and product upselling achievement daily and to take corrective actions wherever necessary to achieve the targeted aftersales financials.
• To seek ways, to constantly improve the services rendered to customers to ensure the CSI achievement of the branch achieving above national average score within the MB dealer network as a minimum requirement.

Customer Service

• To address all customer complaints / disputes in a timely manner by exploring ways to resolve the issues amicably, and to escape the issues in a timely manner to higher management when required.
• To monitor customer complaints cases escalated by MBM.

Process Improvement

• To proactively seek ways to improve the business (like liaising with fleet / corporate customers, initiate actions to bring back lost customers and retain existing customers etc.)
• To identify training needs of all staff and ensure proper training is given to improve operational efficiency.

REQUIREMENTS:

• At least 4-5 years’ related experience in progressive capacityand familiar with aftersales customer service operations.
• Diploma/ Degree in Automotive/ Mechanical Engineering or equivalent.
• Able to read and write English and Bahasa Malaysia, able to converse in Englishand reliable and have strong integrity.
• Friendly, courteous and with a service-minded attitude, problem solver, self-motivated and team-work mentality, and high degree of confidentiality.