Assistant Manager Customer Service - Mercedes Benz

Cycle & Carriage; Seberang Perai; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading automotive service provider in Penang is seeking a professional to manage after sales operations, ensuring compliance with established procedures and policies. The role involves maintaining strong relationships with stakeholders, coordinating with multiple departments, and addressing customer concerns effectively. Candidates should have proven experience in after sales operations and excellent analytical and communication skills. This position is critical for driving customer satisfaction and operational efficiency.

Qualifications

• Proven experience in after sales operations management.
• Strong analytical skills to monitor and improve service performance.
• Excellent communication and coordination skills.

Responsibilities

• Monitor daily after sales operations and ensure compliance with procedures.
• Maintain relationships with stakeholders and coordinate operations across departments.
• Address customer complaints and improve customer satisfaction scores.

Job description

9mo ago , from Cycle & Carriage Bintang Berhad

• 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 expedite 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.