Customer Relations Executive (Omoda Jaecoo)

DK PREMIUM SELECTION SDN BHD; Taiping; On-site; MYR 28,000 - 50,000; Full time

Job summary

DK PREMIUM SELECTION SDN BHD is seeking a Customer Relations Executive to support the Service Appointment system, follow-ups and complaint handling, aiming to enhance customer retention and satisfaction. The role acts as a front-liner in responding to inquiries, coordinating servicing after vehicle purchases, and maintaining regular customer contact to book appointments.

You will generate standard reports in the company systems daily and participate in CRE training to ensure consistent,

Qualifications

• Assists in service appointment coordination
• Handles customer inquiries and complaints
• Maintains customer relationship and satisfaction

Responsibilities

• Assist in implementing the Service Appointment system and follow-up processes
• Serve as front-liner handling customer inquiries with diplomacy
• Schedule servicing appointments after vehicle purchases and follow up on missed appointments
• Generate and review CSI/SSI analyses and related reports daily
• Attend Quarterly CRE training and maintain records of meetings
• Inform customers about upcoming maintenance and service dates
• Monitor and track all customer complaints to ensure timely resolutions
• Maintain regular contact with customers to promote service awareness and retention

Job description

Customer Relations Executive (Omoda Jaecoo)

Responsible to assist in the implementation of the Service Appointment system, Service Follow-Up, and Customer complaint Handling and enhancing good relationship with customers to ensure customer retention and satisfaction by providing the best possible service. Responsible to act as front-liner in dealing with the customer and to provide high level of customer service in response to all customers' inquiries and need.

Key responsibilities

Responsible for making N14 reminder calls, and 72 hours call, scheduling first service appointments after vehicle purchases, and following up with customers who miss scheduled appointments.

Collaborate with the Service Manager and, or designated reporting line to generate and review CSI (Customer Satisfaction Index) A3 analysis reports, analyzing customer feedback and identifying areas for improvement.

Assist Service Manager and, or designated reporting line in promoting awareness among Service Advisor in delivering SSI & CSI Key Process Implementation (KPI).

To maintain regular customer contact with new and existing customer and arrange to the appointments for servicing, repair works, subject to customer's convenience.

To generate and prepare all standard reports by the Company & PESB and to update in the system (P4U, SAP, VSS) on daily basis.

To attend Quarterly CRE training program.

To use diplomacy and tactfulness in handling complaints, even when handling unpleasant customers and monitor process and progress of all complaints to ensure that all complaints are resolved in the best interest of both customers and Company.

Dedicated to meeting the expectation and requirement of the customers. To build trust, confidence, respect and goodwill with customers and to deal effectively with diversity.

To prepare & keep record minutes of meeting on SSI / CSI monthly review meeting with Outlet Management (CEO, MD, Service Manager / designated reporting line).

Responsible for after service follow-up, conducting survey of customers' degree of satisfaction and informing customers on date for next scheduled maintenance and inspection service.