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Customer Relation Personnel

2 weeks ago

Shah Alam, Malaysia Edaran Otomobil Nasional Berhad Full time

**Responsibilities**:

- To effectively present an efficient and courteous concierge/front desk service to customers to achieve the desired Key Performance Index (KPI) for Customer Satisfaction.
- To effectively manage customer complaints/enquiries before escalation to the next level of authority.
- To ensure all in-coming telephone calls are attended to promptly and efficiently.
- To ensure the concierge is well-organized and operated at the expected premium level at all times which include exemplary staff dressing and etiquette.
- To manage efficient service appointment registering and capacity planning.
- To pre-prepare appointment listings and service documentations for the following day.
- To actively promote the role of “meeter/greeter” for all our in-coming customers especially those with appointment.
- To ensure availability of adequate food & beverage, updated reading materials and printed materials.
- To ensure that demeanour towards customers and potential customers is appropriate to the brand.
- To practice customer and goal-oriented communication in all phases of customer contact in order to achieve customer retention and delight.
- To act as first direct contact on the telephone or at the dealership counter and respectfully greeting customers and potential customers and asking them what wishes, concerns or needs they have.
- To establishing the desired contact with the Sales, Service or Parts department, either by transferring the call or handing over directly to the corresponding colleague.
- To inform the customer or potential customer competently and in accordance with their needs about the products and services in the Sales, Service and Parts departments.
- To maintain and expanding existing customer data with up-to-date information on the customer or potential customer and his respective vehicle.
- To practice good cooperation and communication with functions in the same and in other departments (esp. service, parts service, workshop, sales, finance).
- To support sales-promoting marketing measures.
- To inform customers and potential customers about the dealership’s current campaigns in response to enquiries or in relevant context.
- To use customer contacts to promote the sale of servicing, parts, accessories and new and used cars.

**Salary**: From RM1,800.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- Performance bonus
- Yearly bonus

Benefits