Executive, Customer Service

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan iForte Sdn Bhd Full time

The job holder is responsible for:

  • To support overall customer service for Mercedes-Benz Finance & Leasing Business
  • Attend to customers' (salespersons, dealers, suppliers, endcustomers) enquiries
  • Timely provide high quality service and operation process to meet customers' expectation and continuously improve CSI result
  • Fulfill customers' expectation and needs, i.e. assist in enquiries for new loans, modification of accounts, problem solving relating to account management and customer's complaints; early termination requests etc.
  • Manage the matured accounts with outstanding overdue interest and monitor the waiver of overdue interests. Analyze and approve on refund of overpayment
  • Prepare documents relating to modification of agreement; partial termination and capital repayment
  • Attend to dealers, suppliers, salespeople enquiries
  • Process Automation and Digitalization
  • Ensure higher level of digitalization for better customer experience, Effective utilization of tools like RPA to automate Customer service process and process optimization.

Timely answer and deal with Customer's requirement from different channel:

  • Phone calls
  • Online text (Line app)
  • Email
  • Tickets from COS system

Customer contract mature & early termination request operation:

  • Out-bound call for mature contract
  • Provide quotation
  • Document procedure and mailing
  • Cash flow checking

Pure leasing car operation:

  • Maintenance and insurance fee
  • Courtesy car management
  • Vehicle maintenance
  • Service vendor assignment, management, payment and auditing
  • Vehicle renew procedure

Internal / External communication:

  • Communicate customer needs with relative department
  • Cooperate with brand partner and service center to deal with customer complaint

Requirements:

  • Education GCE "O" Levels Degree holder, preferably in Finance, Accounting, Business or related discipline.

Technical knowledge:

  • Good knowledge in MS Office software like Word & Excel
  • Good spoken and written English and local dialects.
  • Good knowledge of Finance Contract Management ERP
  • Good knowledge of hire purchase terms and processes Basic Auto Finance and Leasing Knowledge

Competencies:

  • Good communication and interpersonal skills (ability to interact with all levels)
  • Ability to quickly adapt to new culture and environment and to work with other departments
  • Ability to multitask
  • Ability to handle stress
  • Ability to work in a team as well as be independent
  • Problemsolving skills
  • Attention to detail
  • Ability to meet deadlines
  • Tactful

Work / Industry experience:

  • Minimum 3 years of working experience
  • Minimum 2 years' experience for customer service center and operation in finance / banking industry.
Contract length: 12 months

Salary:
RM3, RM6,000.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

  • Are you a Malaysian?

Education:

  • Bachelor's (preferred)

Experience:

Customer Care Specialist: 2 years (required)

Language:

  • Mandarin (preferred)
  • Cantonese (preferred)

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