Customer Experience & Service Improvement Lead

Toyota Penampang; West Coast Division; On-site; MYR 42,000 - 78,000; Full time

Job summary

Toyota Penampang in Sabah, Malaysia, is seeking a Customer Service Executive to manage inquiries, feedback, and service recovery while driving high customer satisfaction across the sales and aftersales journey.

The role requires a Bachelor’s degree and at least 2 years in a customer-facing position, with strong leadership, analytical, and communication skills. You will work with multiple teams to enhance service quality and participate in training and engagement activities.

Qualifications

• Bachelor's degree in any field is required.
• Minimum 2 years of relevant working experience.
• Experience in a customer-facing role is advantageous.
• Strong leadership, analytical and problem-solving skills.
• Proactive, self-motivated and customer-oriented with a positive attitude.
• Excellent communication and interpersonal abilities across departments.

Responsibilities

• Manage customer enquiries, feedback, complaints, and service recovery.
• Ensure timely customer follow-up and maintain high customer satisfaction.
• Monitor and improve overall sales and after-sales customer experience.
• Develop and implement Kaizen initiatives to improve service quality and efficiency.
• Analyse customer satisfaction, retention, and performance data; prepare improvement reports.
• Collaborate with Sales & Aftersales teams to resolve issues and improve performance.
• Assist in customer service training, staff development, and identifying training needs.
• Support marketing activities and events, including roadshows and customer engagement initiatives.

Skills

Leadership

Analytical

Problem-solving

Proactive

Customer-oriented

Communication

Interpersonal skills

Education

Bachelor's degree

Job description

Toyota Penampang in Sabah, Malaysia, is seeking a Customer Service Executive to manage inquiries, feedback, and service recovery while driving high customer satisfaction across the sales and aftersales journey.

The role requires a Bachelor’s degree and at least 2 years in a customer-facing position, with strong leadership, analytical, and communication skills. You will work with multiple teams to enhance service quality and participate in training and engagement activities.