Customer Service Executive

Super Evergreen Automobile Sdn. Bhd.; Pontian; On-site; MYR 47,000 - 67,000; Full time

Job summary

Super Evergreen Automobile Sdn. Bhd. seeks a customer service professional to handle inquiries, complaints and feedback with professionalism.

You will build trust through active listening, empathy and clear communication, ensuring timely resolution to maintain customer satisfaction and loyalty. You'll use CRM tools to track interactions and provide personalized service, contribute to Kaizen initiatives, and collaborate with management to implement innovative service solutions.

Qualifications

• Excellent customer service and communication skills.
• Ability to listen empathetically and resolve issues.
• Experience using CRM systems and documenting interactions.

Responsibilities

• Handle customer inquiries, complaints, and feedback professionally.
• Build trust through active listening, empathy and clear communication.
• Ensure timely resolution of issues to maintain customer satisfaction and loyalty.
• Use CRM tools to track interactions and provide personalized service.
• Identify service gaps and contribute to Kaizen initiatives.
• Develop strategies to enhance customer experience and streamline processes.
• Collaborate with management to implement innovative service solutions.
• Monitor industry trends to adapt strategies for competitive advantage.
• Track KPIs such as response time, resolution rate, and customer satisfaction.
• Prepare reports to guide decision-making and set realistic goals.
• Coordinate with sales, operations, and technical teams to resolve issues.
• Share customer insights to improve products and services.
• Coordinate with finance for billing queries and with logistics for delivery concerns.
• Act as a bridge between customers and internal departments to ensure seamless service.
• Mentor new team members on customer service best practices.
• Conduct training to improve communication, problem-solving, and product knowledge.
• Encourage continuous learning to adapt to evolving customer expectations.
• Develop training materials and SOPs to standardize service quality.

Skills

Active listening

Empathy

Clear communication

Cross-functional collaboration

Problem solving

Tools

CRM tools

Job description

Handle customer inquiries, complaints, and feedback with professionalism.

Build trust through active listening, empathy, and clear communication.

Ensure timely resolution of issues to maintain customer satisfaction and loyalty.

Use CRM tools to track interactions and provide personalized service.

Contribute to continuous improvement initiatives (Kaizen) by identifying service gaps.

Develop strategies to enhance customer experience and streamline processes.

Collaborate with management to implement innovative service solutions.

Monitor industry trends to adapt strategies for competitive advantage.

3. Performance Measurement

Track KPIs such as response time, resolution rate, and customer satisfaction scores.

Analyze performance data to identify strengths and areas for improvement.

Prepare reports for management to guide decision-making.

Use metrics to set realistic goals and drive accountability.

Work closely with sales, operations, and technical teams to resolve customer issues.

Share customer insights to improve product/service quality.

Coordinate with finance for billing queries and with logistics for delivery concerns.

Act as a bridge between customers and internal departments to ensure seamless service.

5. Training and Development

Mentor new team members on customer service best practices.

Conduct workshops to improve communication, problem-solving, and product knowledge.

Encourage continuous learning to adapt to evolving customer expectations.

Develop training materials and SOPs to standardize service quality.