Officer, Customer Interaction Centre

Sime Darby Auto Connexion Sdn Bhd; Petaling Jaya; On-site; MYR 33,000 - 60,000; Full time

Benefits offered by this job

Medical

Miscellaneous allowance

Education support

Dental

Sports (Gym)

Parking

Health screening

Annual leave

Optical

Miscellan

Job summary

Sime Darby Auto Connexion Sdn Bhd is seeking a Customer Interaction Center (CIC) Agent in Malaysia to deliver exceptional service across multiple channels. The role focuses on handling inquiries, feedback, and complaints for BYD vehicles and services with Mandarin-speaking customers.

Ideal candidates have 3+ years in customer service, fluency in Mandarin, English, and Bahasa Malaysia, and proficient CRM/Microsoft Office skills.

Qualifications

• 3+ years in customer service, contact/call center, or complaint management.
• Mandarin proficiency required due to interaction with Chinese-speaking customers.
• Proficient in English and Bahasa Malaysia.
• Strong communication, interpersonal and problem-solving skills.
• Experience using CRM or case management systems preferred.
• Proficient in Microsoft Office applications.

Responsibilities

• Handle inquiries, feedback, and complaints via telephone, email, and CRM systems.
• Attend inbound calls and conduct outbound follow-ups for timely resolution.
• Manage and monitor complaint cases in the CRM, documenting updates and resolutions.
• Respond professionally to email inquiries while adhering to service standards.
• Coordinate with dealerships, service centers, and internal departments to resolve issues.
• Maintain detailed records of interactions, updates, and resolutions in CRM.
• Escalate complex cases and monitor progress to closure.
• Participate in team discussions and case reviews to identify recurring issues and improvement initiatives.
• Perform administrative duties related to customer case management and reporting.
• Deliver outstanding experiences while achieving service quality, productivity, and satisfaction targets.

Skills

Mandarin proficiency

English proficiency

Bahasa Malaysia

Communication

Problem-solving

Multitasking

Tools

CRM systems

Microsoft Office

Job description

We are seeking a customer-focused and highly motivated Customer Interaction Center (CIC) Agent to deliver exceptional customer service experiences across multiple communication channels. The successful candidate will serve as the primary point of contact for customers, handling inquiries, feedback, and complaints related to BYD vehicles, products, and services while ensuring timely and professional resolution of customer concerns.

Mandarin language proficiency is mandatory as the role requires regular interaction with Mandarin-speaking customers.

Key Responsibilities

Handle customer inquiries, feedback, and complaints related to BYD vehicles, products, and services through telephone calls, emails, and CRM/Case Management Systems.

Attend inbound customer calls and conduct outbound follow-up calls to provide updates, obtain additional information, and ensure timely resolution of customer concerns.

Manage and monitor customer complaint cases within the CRM and Case Management System, ensuring accurate documentation and resolution within established service timelines.

Respond professionally to customer email inquiries and complaints while adhering to BYD customer service standards.

Coordinate effectively with BYD dealerships, service centers, and relevant internal departments to facilitate investigations and resolve customer issues.

Maintain accurate and detailed records of customer interactions, case updates, and resolutions within the CRM system.

Escalate complex or unresolved cases to relevant stakeholders and closely monitor progress until closure.

Participate in team discussions, calibration sessions, and case review meetings to identify recurring issues and recommend service improvement initiatives.

Perform administrative duties related to customer case management, reporting, and documentation.

Deliver outstanding customer experiences while achieving service quality, productivity, and customer satisfaction targets.

Requirements

Minimum 3 year of experience in customer service, call center, contact center, customer relations, or complaint management is an added advantage.

Mandarin proficiency (both spoken and written) is required due to frequent interaction with Chinese-speaking customers and occasional communication with counterparts in China.

Proficient in English and Bahasa Malaysia.

Strong communication, interpersonal, and problem-solving skills.

Ability to manage multiple cases and priorities in a fast-paced environment.

Customer-oriented mindset with strong attention to detail.

Experience using CRM systems, case management systems, or customer service platforms is preferred.

Proficient in Microsoft Office applications.

Sime Darby Berhad is a global trading and logistics player. We partner with some of the world’s best brands to deliver quality products and services to our customers. Our core businesses operate in and serve the industrial, motors and logistics sectors as well as the healthcare, insurance, and retail segments. With a workforce of more than 20,000 employees, we are headquartered in Oasis Ara Damansara, Selangor, Malaysia with operations in 18 countries and territories across the Asia Pacific region. Sime Darby Berhad is listed on the main market of Bursa Malaysia Securities Berhad.

Sime Darby is setting the pace of change in sustainable futures. For you, this means challenges and opportunities to grow with us. We are committed to nurturing and growing our talents as their dedication and contributions are instrumental in driving our businesses.

Sime Darby Berhad is a global trading and logistics player. We partner with some of the world’s best brands to deliver quality products and services to our customers. Our core businesses operate in and serve the industrial, motors and logistics sectors as well as the healthcare, insurance, and retail segments. With a workforce of more than 20,000 employees, we are headquartered in Oasis Ara Damansara, Selangor, Malaysia with operations in 18 countries and territories across the Asia Pacific region. Sime Darby Berhad is listed on the main market of Bursa Malaysia Securities Berhad.

Sime Darby is setting the pace of change in sustainable futures. For you, this means challenges and opportunities to grow with us. We are committed to nurturing and growing our talents as their dedication and contributions are instrumental in driving our businesses.

Perks and benefits Medical Miscellaneous allowance Education support Dental Sports (e.g. Gym) Parking Health Screening, Annual Leave, Optical, Miscellan