Customer Relations Executive (Automotive)

DK MOTOR SDN BHD; Ipoh; On-site; MYR 33,000 - 58,000; Full time

Job summary

DK MOTOR SDN BHD is seeking a Customer Relations Executive (Automotive) to nurture and maintain positive relationships with customers throughout the sales and after-sales journey. You will engage with customers after vehicle purchase, servicing, or body work to gather feedback and ensure satisfaction.

The role requires handling inquiries, complaints, and service recovery professionally, coordinating with Sales, Service, Spare Parts, and Body & Paint to resolve issues, and monitoring CSI/SSI

Responsibilities

• Manage and maintain positive relationships with customers throughout the sales and after-sales journey.
• Conduct follow-up calls or messages with customers after vehicle purchase, servicing, repair, or Body & Paint work to obtain feedback on their experience.
• Monitor customer satisfaction and ensure service levels comply with company and principal/manufacturer standards.
• Handle customer enquiries, feedback, complaints, and service recovery cases professionally and promptly.
• Coordinate with Sales, Service, Spare Parts, Body & Paint, and other relevant departments to resolve customer concerns.
• Record, track, and follow up on customer complaints until satisfactory closure.
• Escalate serious or unresolved customer cases to the relevant Department Head or Management.
• Monitor Customer Satisfaction Index (CSI), Sales Satisfaction Index (SSI), customer surveys, and other customer experience indicators, where applicable.
• Identify recurring customer complaints or service issues and highlight them to Management for corrective action.
• Maintain accurate records of customer feedback, complaints, follow-up activities, and resolutions.
• Prepare weekly/monthly customer relations reports, including complaint status, customer feedback trends, and satisfaction performance.
• Contact customers for service reminders, appointment follow-ups, campaign notifications, and other customer engagement activities when required.
• Assist in improving customer retention and loyalty through regular engagement and effective service recovery.
• Ensure customer information is handled accurately and confidentially in accordance with company procedures.
• Support dealership customer events, campaigns, surveys, and customer engagement programs.
• Liaise with the principal/manufacturer on customer relations matters, complaints, or customer satisfaction programs when required.
• Perform other customer relations and administrative duties assigned by Management.

Job description

Customer Relations Executive (Automotive)

• Manage and maintain positive relationships with customers throughout the sales and after-sales journey.
• Conduct follow-up calls or messages with customers after vehicle purchase, servicing, repair, or Body & Paint work to obtain feedback on their experience.
• Monitor customer satisfaction and ensure service levels comply with company and principal/manufacturer standards.
• Handle customer enquiries, feedback, complaints, and service recovery cases professionally and promptly.
• Coordinate with Sales, Service, Spare Parts, Body & Paint, and other relevant departments to resolve customer concerns.
• Record, track, and follow up on customer complaints until satisfactory closure.
• Escalate serious or unresolved customer cases to the relevant Department Head or Management.
• Monitor Customer Satisfaction Index (CSI), Sales Satisfaction Index (SSI), customer surveys, and other customer experience indicators, where applicable.
• Identify recurring customer complaints or service issues and highlight them to Management for corrective action.
• Maintain accurate records of customer feedback, complaints, follow-up activities, and resolutions.
• Prepare weekly/monthly customer relations reports, including complaint status, customer feedback trends, and satisfaction performance.
• Contact customers for service reminders, appointment follow-ups, campaign notifications, and other customer engagement activities when required.
• Assist in improving customer retention and loyalty through regular engagement and effective service recovery.
• Ensure customer information is handled accurately and confidentially in accordance with company procedures.
• Support dealership customer events, campaigns, surveys, and customer engagement programs.
• Liaise with the principal/manufacturer on customer relations matters, complaints, or customer satisfaction programs when required.
• Perform other customer relations and administrative duties assigned by Management.

We selling and purchase used car vehicle.

With flexibility, efficiency and integrity as our core values, we believe in the power of serving our clients with all our hearts, perfecting every details from sales

to financing and such goal has enabled us to thrive among our competitors.

We selling and purchase used car vehicle.

With flexibility, efficiency and integrity as our core values, we believe in the power of serving our clients with all our hearts, perfecting every details from sales

to financing and such goal has enabled us to thrive among our competitors.

What can I earn as a Customer Relations Executive