Customer Relationship Executive

SIMA AUTO PARK (M) Sdn Bhd; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A parking service provider is seeking a Customer Service Representative to assist customers with parking-related queries and season pass issues. This role involves answering calls, providing accurate information, resolving complaints, and educating customers about payment processes. The ideal candidate should demonstrate strong communication skills and be proactive within a team environment. This position offers opportunities to enhance customer satisfaction and ensure operational efficiency.

Qualifications

• Strong communication skills for customer assistance.
• Ability to resolve complaints effectively and professionally.
• Knowledge of parking systems and payment processes.

Responsibilities

• Answer customer calls regarding parking and valet inquiries.
• Educate customers on season pass usage and payment systems.
• Monitor parking system status and report issues to teams.

Job description

Answer incoming customer calls and provide assistance on parking, valet, and season pass‑related inquiries, guiding customers through car park entry, payment processes, season pass usage, and valet service procedures.

Responsibilities

• Accurate Information Delivery – stay updated on parking rates, locations, operating hours, season pass packages, and standard procedures to ensure accurate guidance.
• Season Pass Customer Support – handle inquiries from season pass holders, including registration, activation, renewal, access issues, usage guidelines, and problems such as entry/exit failures, card/tag malfunctions, or system errors; coordinate with internal teams to resolve discrepancies or account issues.
• Valet Support – explain valet services, pricing, and processes, assist customers in locating their vehicles and addressing valet‑related concerns.
• Problem Resolution – handle issues such as gate malfunctions, lost tickets, payment discrepancies, overcharges, season pass access issues; respond to complaints with empathy and professionalism; manage complaints from casual and season pass customers; ensure timely resolution and proper escalation when required.
• Knowledge Management – keep informed of operational updates, promotions, season pass policy changes, system changes, and site‑specific procedures.
• Customer Education – educate customers on parking systems such as auto‑pay, QR code payments, season pass usage, and digital platforms; provide step‑by‑step guidance to resolve common user issues.
• Monitoring & Reporting – monitor live parking system status, including season pass access systems; report issues to relevant teams, log all customer interactions accurately, including season pass cases; submit daily reports highlighting incidents, complaints, and system issues.
• Follow‑Up – conduct follow‑up calls or messages to confirm issue resolution and customer satisfaction, including season pass customers.
• Team Coordination – liaise with internal operations, technical, finance, and site teams to ensure smooth issue resolution and respond promptly to internal team communications during working hours.
• Administrative Support – assist with daily operational reports, internal documentation updates, season pass records, and FAQs; uphold company service standards and communication protocols at all times.
• Seasonal & Peak Support – manage increased call volumes during peak periods, public holidays, special events, and season pass renewal periods.