Aftersales Customer Relations Executive

3 weeks ago

Cyberjaya, Malaysia Agensi Perkejaan Humanix Sdn Bhd Full time

Location : BMW Cyberjaya

Work with all relevant parties in customer complaint and enquiry resolution.
- Draft and issue customer correspondence within agreed time frame which includes but not limited to legal reply.
- Work closely with legal department on legal cases and this includes coordinating with the relevant department to obtain information for case management.
- Ensure AG and higher escalation cases are handled and updated periodically.
- Monitor and keep track of legal cases, incoming complaints and enquiries by ensuring responses are sent out within agreed stipulated time frame.
- Monitor and carry out periodic audits on customer complaint handling by CIC in order to identify areas for improvement and training for CIC.
- Monitor and provide guidance to Dealers on written communication to ensure standardization and BMW brand image is upheld.
- Propose measures to management if financial resources are required to resolve case.
- Liaise with warranty department in order to provide customer centric solutions.
- Conduct analysis on customer complaints in order to find possible patterns/trends.
- Participate in NSC and Dealers customer board and report relevant points.
- Analyse VoC feedback and identify areas for improvement.
- Attend to walk-in and call-in customers.
- Prepare quarterly VoC Bonus report.
- Provide weekly status updates on customer cases.
- Prepare monthly VoC reports for internal circulation on timely basis.
- Provide Dealers with a monthly report on complaints received.
- Support on administrative and CoW monitoring.
- Undertake ad hoc projects to support on customer orientation topics as and when required.

**Requirements**:

- Degree or Diploma and or extensive related work experience.
- Minimum 5 years working experience in customer complaint handling.
- Excellent communication skills in English, Bahasa Malaysia and local dialects.
- Very advanced verbal negotiating skills, ability to maintain control of discussions and manage situations effectively while maintaining empathy toward the customer’s needs.
- Very advanced writing skills, ability to draft consequent letters of suitable substance while protecting the interests of all relevant stakeholders.
- Excellent analytical and organisational abilities.
- Maturity and composed and able to work under pressure.
- Experience in automotive industry/customer service is desirable.
- High integrity and compliance to policy and procedure.
- Premium customer service orientation.
- Effective interpersonal and communication skills.
- Awareness of automotive business operations.
- Excellent teamwork and co-operation.
- Able to deal with difficult customers in a professional manner.
- Reliable and a team player.

**Job Types**: Full-time, Permanent

**Salary**: RM3,000.00 - RM5,500.00 per month

Schedule:

- Day shift
- Fixed shift
- Monday to Friday

Ability to Commute:

- Cyberjaya (required)

Ability to Relocate:

- Cyberjaya: Relocate before starting work (required)

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