Customer Service Specialist

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Great Wall Motor Sales Malaysia Sdn. Bhd. Full time

This job is for a Customer Service Specialist in the automotive industry. You might like this job because you get to engage with customers, resolve issues, and drive customer satisfaction through personalized service and proactive communication.

Responsibilities
  • 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 customer service training and program for the dealer's Aftersales frontliners in order to drive CS mindset.
  • 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.
  • Keep ahead of industry's development and apply best practices to areas of improvement.
  • Prepare FAQ on any new model or product to be launched.
  • Support for any company event which is related to operations and explanation.
  • Plan and control section budgeting.
  • Prepare daily, weekly and monthly reports to the management.
  • Perform related duties as assigned or as the situation dictates.
Job Requirements
  • Candidate must possess at least Degree in Business Administration / Psychology or equivalent.
  • Required language(s): Bahasa Malaysia, English and we are seeking candidates proficient in Mandarin to better serve our Mandarin-speaking clients.
  • 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.
  • Able to advise and interact with all levels of management.
  • Intermediate or advanced Microsoft Office skills.
  • Applicants must be willing to work in Kuala Lumpur.
  • Full-time position.
Skills
  • Communication
  • Customer Complaint Resolution
  • Customer Service
  • Customer Relationship Management
  • Customer Support
Company Benefits
  • Accessible via MRT/LRT: Our working location is easily accessible via MRT/LRT, ensuring a smooth and convenient journey to work
  • Generous Medical Coverage: We offer generous medical coverage and comprehensive employee benefits, ensuring your health, well-being, and peace of mind are well taken care of
  • Attractive Compensation Package: We offer an attractive compensation package that rewards your skills, experience, and contributions, ensuring competitive pay and valuable benefits
  • Recognition and Reward: We value and appreciate our employees through recognition and reward program, celebrating achievements and contributions to inspire continuous growth
  • Teambuilding Activities: We foster a strong and collaborative workplace through engaging teambuilding activities, enhancing teamwork, communication, and positive work culture
  • Work Life Balance: We prioritize work-life balance, creating a supportive and cheerful environment where you can thrive both professionally and personally
About Great Wall Motor Sales Malaysia Sdn. Bhd.

Great Wall Motor Sales Malaysia Sdn. Bhd. (GWM Malaysia) is a wholly owned subsidiary of Great Wall Motor Co., Ltd., China's largest SUV and pickup manufacturer. Established on February 23, 2022, GWM Malaysia focuses on the maintenance and repair of motor vehicles, wholesale and retail of new motor vehicles, and the importation of new motor/electric vehicles, commercial cars, and their parts and accessories.

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