Customer Service Advisor

Scania Nederland B.V.; Shah Alam; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading automotive company in Shah Alam, Malaysia, is seeking candidates for customer relationship development roles. Responsibilities include managing customer interactions, processing orders, resolving issues, and ensuring compliance with company policies. Ideal candidates should have excellent communication skills and a proactive approach to customer service.

Responsibilities

• Develop and implement a customer contact plan for product launches.
• Clarify customer needs and set objectives for sales interactions.
• Provide advanced product information and respond to complex questions.
• Process custom orders and coordinate delivery resources.
• Respond to escalated customer issues effectively.
• Drive customer renewals by providing exceptional service.
• Monitor CRM usage and resolve standard issues within the team.
• Identify noncompliance instances and escalate issues appropriately.
• Participate in capability building and maintain relevant professional accreditation.

Job description

Job Responsibilities

• Customer Relationship Development / Prospecting

  Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

• Customer Needs Clarification

  Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

• Product/Service Information

  Provide advanced product/service information and respond to complex customer questions about the product/service.

• Customer Order Processing

  Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

• Resolving Customer Issues

  Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

• Renewals

  Help drive customer renewals through exceptional service, supporting the sales teams as required.

• Customer Relationship Management (CRM) Data

  Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

• Operational Compliance

  Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

• Personal Capability Building

  Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.