Customer Service Executive (Automotive)

GREAT WALL MOTOR SALES MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

GREAT WALL MOTOR SALES MALAYSIA SDN. BHD. is recruiting a Customer Service Executive in Kuala Lumpur to maintain high service standards.

You will handle inquiries, complaints, and feedback across multiple channels, ensuring timely resolutions and a professional service experience. The role requires a Diploma in Business Administration or Psychology, proficiency in Mandarin, Bahasa Malaysia and English, and at least 3 years in a related field; automotive industry experience is preferred.

Qualifications

• Diploma in Business Administration or Psychology.

Responsibilities

• Plan, develop, implement and improve customer service goals and standards.
• Understand and address customer’s needs, complaints, inquiries or other issues and follow up until resolved.
• Engage and manage call-in customers, assisting and clarifying concerns as needed.
• Provide professional customer service to achieve high satisfaction levels.
• Respond to inquiries about promotions, offers and product features using CRM data.
• Utilize CRM to access customer data, track interactions and sales history for personalized service.
• Coordinate with sales and other departments to resolve issues and improve solutions.
• Proactively inform customers about new sales events and product updates.
• Ensure concerns are attended by coordinating with authorized dealerships and departments.
• Conduct satisfaction surveys and generate results for improvement.
• Maintain accurate complaint data records.
• Perform related duties as assigned.

Skills

Mandarin

Bahasa Malaysia

English

Education

Diploma in Business Administration / Psychology

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

Maintain accurate complaint data records and documents for improvement analysis.

Perform related duties as assigned or as the situation dictates.

Requirements

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

Required language(s): Mandarin, Bahasa Malaysia, and English."We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."

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.

Applicants must be willing to work in Kuala Lumpur.

Full-time position.

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

We regret that only shortlisted candidates will be notified.

As Malaysia’s automotive landscape continues to grow and evolve, GWM Malaysia is excited to play an active part in shaping its future. We are committed to bringing innovative, high-quality vehicles that suit the needs of Malaysian drivers and complement the country’s dynamic mobility trends.

We’re a growing team that values people, teamwork, and fresh ideas. Here, you’ll find a supportive and energetic workplace where everyone is encouraged to learn, share, and grow together.

If you’re looking for a place where your ideas matter and your career can truly develop, we’d love to have you join the GWM Malaysia family.

As Malaysia’s automotive landscape continues to grow and evolve, GWM Malaysia is excited to play an active part in shaping its future. We are committed to bringing innovative, high-quality vehicles that suit the needs of Malaysian drivers and complement the country’s dynamic mobility trends.

We’re a growing team that values people, teamwork, and fresh ideas. Here, you’ll find a supportive and energetic workplace where everyone is encouraged to learn, share, and grow together.

If you’re looking for a place where your ideas matter and your career can truly develop, we’d love to have you join the GWM Malaysia family.

What can I earn as a Customer Service Executive