Executive, Customer Complaint Management (Contract)

Honda Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 30,000 - 42,000; Full time

Job summary

Honda Malaysia Sdn Bhd seeks an Executive, Customer Complaint Management on a contract basis to deliver professional service to existing and potential customers in Malaysia. You will resolve second-level complaints escalated from Call Centre Operations and provide accurate product and service information.

Responsibilities include detailed investigations, liaison with dealers and internal divisions, timely case closure, and preparation of weekly or monthly reports.

Qualifications

• Degree or Diploma holder from any field.
• Minimum 2 years' experience in customer service.
• Good in communication and interpersonal skills.
• High proficiency in English language and Bahasa Malaysia, both written and spoken.
• Confident, mature and have continuous improvement mindset.
• Able to work under pressure.
• Must be computer literate.
• Customer oriented and believes that 'customer come first'.

Responsibilities

• Deliver professional customer service to Honda Malaysia existing and potential customers.
• Ensure resolution of 2nd level complaints (escalated from Call Centre Operations) at the earliest possible opportunity.
• Follow established procedures for each service request, adhering to KPIs and quality standards.
• Provide customer with accurate and precise product and service information.
• Liaise closely with dealers and internal divisions for accurate delivery of information and fast resolutions.
• Perform detailed investigation and follow up with customers, dealers' internal divisions and update system until closure of case.
• Follow up on all issues with dealers and internal divisions and notify on non-conformance immediately.
• Continuously strive to develop and maintain good rapport with customers and strive towards Customer Satisfaction.
• Assist in compiling weekly or monthly reports.

Skills

Customer service

Communication

Interpersonal skills

Pressure handling

Education

Degree or Diploma

Tools

Computer literacy

Job description

Executive, Customer Complaint Management (Contract)

Deliver professional customer service to Honda Malaysia existing and potential customers

Ensure resolution of 2nd level complaints (escalated from Call Centre Operations) at the earliest possible opportunity

To follows established procedures for each service request, adhering to agreed Key Performance Indicators (and quality standards

Provide customer with accurate and precise product and service information

To liaise closely with both dealers and internal division for accurate delivery of information and fast resolutions

Perform detailed investigation and make follow up with customers, dealers' internal division and update system immediately till the closure of case

To follow up on all the issues with both dealers and internal division and notify on non-conformance immediately

To continuously strive to develop and maintain good rapport with our customers and strive towards Customer Satisfaction

To assist in compiling weekly or monthly reports

JOB REQUIREMENTS:

Degree or Diploma holders from any field

Minimum 2 years' experience in customer service.

Good in communication and interpersonal skills

High proficiency in English language and Bahasa Malaysia, both written and spoken

Confident, mature and have continuous improvement mindset

Able to work under pressure

Must be computer literate

Customer oriented and believes that 'customer come first'

A company desire to live your dreams, Honda Malaysia Sdn Bhd would like to meet with you. We are a newly established joint venture company, currently engaged in the business of manufacturing, assembling and distributing HONDA automobiles. In accordance with our continuous incentives to expand and establish Malaysia as our future regional production centre, we are presently inviting dynamic and high motivated individuals who have the passion to excel to join our progressive team, as: