Customer Service Executive

Great Wall Motors; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent automotive company in Kuala Lumpur is looking for a Customer Service Manager to enhance customer satisfaction and service goals. You will manage customer inquiries, provide training, and ensure efficient use of CRM systems. The ideal candidate should have a degree in Business Administration or Psychology, fluent in Mandarin, Bahasa Malaysia, and English, with at least 3 years in customer service, preferably in the automotive sector. This full-time role may require midnight shifts.

Qualifications

• At least 3 years of working experience in customer service, preferably in the automotive industry.
• Strong knowledge of corporate business management and industry practices.
• Ability to interact with all levels of management.

Responsibilities

• Plan and improve customer service goals and standards.
• Address customer concerns through various communication platforms.
• Provide timely responses to inquiries about promotions and features.
• Conduct customer service training for frontliners.
• Prepare reports to management.

Skills

Client-facing skills

Oral and written communication skills

Negotiation skills

Troubleshooting skills

Analytical skills

Statistical skills

Multi-tasking

Education

Degree in Business Administration / Psychology or equivalent

Tools

Microsoft Office

Job description

Plan, develop, implement and improve effective customer service goals, procedures, policies, and standards.

Understand and address customer’s needs, complaints, inquiries or other issues and follow up on the problems raised until resolved via various communication platforms.

Engage and manage call-in customers by assisting, confirming or clarifying any concerns as needed.

Provide customers with a professional standard of service and to achieve a high level of customer satisfaction.

Provide timely and accurate responses to customer inquiries regarding the latest model promotions, special offers, and product features.

Efficiently utilize the CRM system to access and manage customer data, track interactions, preferences, and sales history, ensuring personalized service.

Act as the point of contact for customer feedback and concerns, collaborating with the sales team to resolve issues and find effective solutions.

Proactively reach out to customers to keep them informed of new sales events, product updates, and promotional activities, encouraging engagement and sales opportunities.

Ensure customer concerns are well attended by coordinating with respective departments or sections and authorized dealerships.

Conduct customer service training and program for the dealer’s Aftersales frontliners in order to drive CS mindset.

Conduct satisfaction surveys to gauge customers’ satisfaction level and generate survey results for improvement analysis.

Maintain accurate complaint data records and documents for improvement analysis.

Keep ahead of industry’s development and apply best practices to areas of improvement.

Prepare FAQ on any new model or product to be launched.

Support for any company event which is related to operations and explanation.

Plan and control section budgeting.

Prepare daily, weekly and monthly reports to the management.

Perform related duties as assigned or as the situation dictates.

Requirements

Candidate must possess at least Degree in Business Administration / Psychology or equivalent.

Required language(s): Mandarin, Bahasa Malaysia, and English

At least 3 year(s) of working experience in the related field is required for this position.

Preferably with working experience in the automotive industry.

Strong client-facing and excellent oral & written communication and negotiation skills.

Comprehensive knowledge of general corporate business management & automotive industry practices and techniques.

Able to demonstrate excellent troubleshooting, multi-tasking, analytical and statistical skills.

Able to advise and interact with all levels of management.

Intermediate or advanced Microsoft Office skills.

Applicants must be willing to work in Kuala Lumpur.

Full-time position.

This role may require working midnight shifts as part of a rotate shift.

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