Customer Relation Executive (EON Proton e.MAS)

Edaran Otomobil Nasional Berhad; Shah Alam; On-site; MYR 24,000 - 36,000; Full time

Job summary

Edaran Otomobil Nasional Berhad is seeking a proactive Customer Care Associate to greet walk-in customers, assist with enquiries, and provide amicable resolutions to complaints. You will ensure calls are answered within three rings and share information on current promotions.

You will maintain customer data for campaigns, perform 72-hour follow-ups, conduct branch satisfaction surveys, and support CSI/SSI/ISO service standards while assisting daily branch activities.

Responsibilities

• Greet walk-in customers and assist with enquiries; provide amicable solutions to complaints.
• Monitor and ensure calls are answered within three rings; provide information on current sales/service promotions.

Job description

Ensure all walk-in customer are greeted and assisted pleasantly with their enquiries.

Attend and provide amicable solution in resolving customers’ enquiries and complaint.

Monitor that phone calls are answered within three rings.

Provide information on current sales/ service promotion or products.

Monitor and prepare weekly and monthly report to Manager and Customer Care Department on the follow-up and reminder call status.

Maintaining customer data for sales and after sales to be used for any promotional campaign. (Data Cleansing)

To perform follow-up, call back process within 72-hours (3 Days) on daily basis.

To perform reminder service call to all customers (N30, N7 and N1) on daily basis.

Conduct customer satisfaction survey at branches.

Assist branch activities in achieving excellent service standard in line with CSI, SSI and ISO requirements.

Prepare “Thank you” letters to customers without e-mail addresses on new car booking/ service customers.

Ensure on the cleanliness of the customer’s waiting area.

Any duties that may be assigned by Manager or Management HQ.

Experience in the automotive industry (dealership, showroom or after-sales service centre) is preferred.