Senior Customer Complaints & Resolution Executive

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

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.