Customer Relation Officer

Sunway Trading & Manufacturing; Subang Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading manufacturing company in Subang Jaya is seeking a Customer Service Representative to enhance customer satisfaction. Your primary responsibilities include addressing customer complaints, logging queries, and managing appointment schedules. The ideal candidate will possess strong communication skills and be proactive in resolving customer issues, ensuring a positive experience. You will also collaborate with other departments to achieve excellent customer service outcomes.

Qualifications

• Experience in customer service with strong communication skills.
• Ability to handle customer complaints effectively.
• Proficient in managing appointment schedules.

Responsibilities

• Provide outstanding customer service and manage complaints.
• Log customer queries and respond promptly.
• Act as the cashier for aftersales payments.

Job description

Responsibilities

• Offer a high level of customer service and respond to all customer complaint/requests in a polite and courteous manner.
• Log all customer complaints and queries received into the department via fax, letter, e-mail, internal form and telephone.
• Handle customer complaint – Preparing chronology of event, attend and meet customer, receive and reply to customer enquiry/complaint. Also preparing witness statement for legal issues or respond to tribunals affairs.
• Answer the phone while maintaining a polite and consistent phone manner using proper telephone etiquette and also to practice to address the customers with his/her name.
• To schedule customers appointment enquiry and to practice dentist appointment format and reminder call two days prior actual appointment date. Follow up with customers 3 days after each visit to ensure customer satisfaction on the service visit.
• To update with Job controller and other relevant aftersales personnel on the workshop capacity for appointment slot in daily basis.
• To act as a cashier to collect payment from aftersales customer and hand over to aftersales admin whenever necessary.
• To answer all incoming inquiry in person or through telephone and able to relay correct messages to the right person and right department with accurate information.
• To interact with customers during their waiting period, making sure that they are attended with the service or sales enquiry and also offer assistance whenever necessary during their time in the dealership that includes getting them an alternate transportation.
• Responsible in ensuring customers are satisfied to analyzing customer feedback meeting > 95% satisfaction rate.
• Monitor and ensure recall complaint are completed.
• Assist service advisor where possible and provided daily coaching / briefing where necessary.
• Communicate, work closely with other departments ensuring best TEAM and work environment are achieved which will resulted to Excellent Customer Satisfaction and retention.
• Carry out any other duties (if not specified above) as required by company / superior.