Customer Experience Lead

S&D TAMA MALAYSIA SDN. BHD. (an authorised dealer of UMW Toyota Motor Sdn Bhd); Penang; On-site; MYR 54,000 - 88,000; Full time

Job summary

S&D TAMA MALAYSIA SDN. BHD. (an authorised dealer of UMW Toyota Motor Sdn Bhd) is looking for a Customer Experience Manager to oversee all customer interactions across Sales, Service and Body & Paint in Malaysia.

You will lead a team to deliver a personalised journey at every touchpoint, handling inquiries and complaints across face-to-face, phone, email and social media. The role emphasizes KPI monitoring, escalation handling, and collaboration with sales and aftersales to ensure a cohesive

Qualifications

• Excellent verbal and written communication with customers and internal teams.
• Ability to lead and motivate a team toward customer experience goals.
• Strong problem-solving to address customer issues effectively.
• Minimum qualification of Degree in any field.

Responsibilities

• Oversee all customer interactions to ensure they meet company standards at all Customer Touchpoints
• Handle customer inquiries, complaints, and feedback effectively across multiple channels (face-to-face, phone, email, social media)
• Daily customer engagement, meet and greet customers to foster relationships and network effectively
• Manage customer facilities including Customer Lounge and F&B Offerings
• Act as an escalation point for complex customer complaints or issues requiring higher-level intervention
• Monitor complaint-handling quality across sales and aftersales teams to prevent escalation
• Analyse customer voices to identify areas for improvement
• Develop and implement strategies to improve customer experience and loyalty based on VOC
• Monitor, report and review performance based on set KPIs and report regularly to Dealer Management
• Facilitate communication between sales and aftersales teams to ensure a cohesive customer experience

Skills

Customer experience

Leadership

Communication

Problem solving

Education

Degree in any field

Job description

S&D TAMA MALAYSIA SDN. BHD. (an authorised dealer of UMW Toyota Motor Sdn Bhd) is looking for a Customer Experience Manager to oversee all customer interactions across Sales, Service and Body & Paint in Malaysia.

You will lead a team to deliver a personalised journey at every touchpoint, handling inquiries and complaints across face-to-face, phone, email and social media. The role emphasizes KPI monitoring, escalation handling, and collaboration with sales and aftersales to ensure a cohesive