Customer Relations Executive

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

Oversee all customer interactions to ensure they are positive and meet company standards at all Customer Touchpoints including Sales, Service and Body and Paint. Handle customer inquiries, complaints, and feedback effectively across face-to-face, phone, email, and social media platforms. Act as an escalation point for complex customer complaints or issues that require higher-level intervention.

Key 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

About you

• Excellent verbal and written communication skills to interact with customers and internal teams
• Understanding of customer needs and emotions to provide a personalised experience
• Ability to lead and motivate a team towards achieving customer experience goals
• Strong problem-solving capabilities to address customer issues effectively
• Minimum qualification of Degree in any field