Customer Relations Executive

Prima Pearl Auto; Bayan Lepas; On-site; MYR 67,000 - 112,000; Full time

Job summary

Jora Malaysia is seeking a customer experience professional to oversee all customer interactions across touchpoints including Sales, Service and Body & Paint. You will handle inquiries, complaints and feedback using multiple channels and drive improvements based on VOC data.

Responsibilities include escalation handling, 24/48 hour response targets, and implementing the 7-step complaint process while coordinating with sales and aftersales teams to enhance customer loyalty.

Qualifications

• Oversee all customer interactions to ensure positive experiences at all touchpoints (Sales, Service, Body and Paint).
• Handle inquiries, complaints, and feedback effectively via face-to-face, phone, email, TCSS, letters and social media.
• Use DMS VOC system to capture customer voices (enquiries, feedback, compliments, complaints).
• Daily customer engagement and relationship building with customers.
• Support 7-step complaint handling process and timely escalation when needed.

Responsibilities

• Act as escalation point for complex customer issues requiring higher-level intervention.
• Ensure acknowledgement within 24 hours and action plan within 48 hours.
• Register and track all complaints with complete chronology and evidence.
• Monitor resolution quality and provide regular customer updates every 3 working days.
• Coordinate with management for escalations and potential tribunal avoidance.
• Analyse VOC data to identify improvement opportunities and loyalty drivers.
• Conduct training for teams on effective communication and customer engagement.

Skills

Communication skills

Empathy

Leadership

Analytical skills

Problem-solving

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

a) Customer Interactions and Facilities Management

Oversee all customer interactions to ensure they are positive and meet company standards at all Customer Touchpoints e.g. Sales, Service and Body and Paint.

Handle customer inquiries, complaints, and feedback effectively. i.e. Face to face, phone, e-Mail,TCSS, letter and social media platform.

Utilisation of DMS VOC system to capture customer voices i.e. Enquiries, Feedback, Compliments and Complaint.

Daily customer engagement. Meet and greet customers to foster relationships and network effectively.

b) Resolve Customer Issues

Act as an escalation point for complex customer complaints or issues that require higher-level intervention.

Ensure complaint acknowledgment within 24 hours and action plan within 48 hours.

Implement the 7 step complaint handling process flow.

Ensure all complaints are properly registered in DMS VOC with complete chronology, supporting documents, repair history, and closure evidence.

Monitor complaint handling quality by sales and aftersales teams to prevent escalation.

Track investigation progress and ensure regular customer updates every 3 working days.

Trigger immediate escalation to Manager / Dealer Principal / UMWT CRD HQ based on escalation matrix.

Prevent unnecessary tribunal and legal escalation through early intervention and resolution.

Tribunal and legal case coordination. Preparation, review and submission of required documents.

Goodwill Application and monitoring.

Analyse customer voices to identify areas for improvement. i.e. TCSS, DMS VOC & social media.

Develop and implement strategies to improve customer experience and loyalty based on VOC.

Performance Measurement

Monitor, report and review performance based on the set KPI

Report on performance metrics regularly to Dealer Management, highlighting significant trends and insights.

Facilitate regular performance review meetings to discuss progress against KPIs.

Provide recommendations for improvement based on performance analysis.

Facilitate communication between sales and aftersales team to ensure a cohesive customer experience.

Collaborate with sales and aftersales team to create action plans for addressing underperformance or enhancing performance in specific areas.

Support marketing activities implementation e.g. Roadshow

Training & Development

Conduct training sessions for customer service teams on effective communication and customer engagement strategies

Provide ongoing coaching and feedback to improve performance for the sales and aftersales team. Foster a customer-centric culture within the dealership

Skills:

Communication Skills - Excellent verbal and written communication skills to interact with customers and internal teams.

Empathy - Understanding customer needs and emotions to provide a personalized experience.

Leadership Skills - Ability to lead and motivate a team towards achieving customer experience goals.

Analytical Skills - Ability to analyse data and customer feedback to make informed decisions.

Problem-Solving Skills - Strong problem-solving capabilities to address customer issues effectively.