executive, after sales operations

2 days ago

Klang, Selangor, Malaysia PCM GROUP GLOBAL SDN. BHD. Full time 60,000 - 80,000 per year

Key Responsibilities:

Operational Support

· Assist HQ and outlet in compile and monitor daily service KPIs and achievements for Management review and actions.

· Coordinate between HQ and outlets to communicate policies, service bulletins, technical updates, and operational guidelines.

· Track service performance KPIs and reports (outlets productivity, efficiency, CSI) and follow up on improvement actions.

· Track & review operational expenses and assisting in implementation of cost improvement activities.

Customer Service & support

· Support in managing escalated customer complaints and ensuring timely resolution in line with Toyota's customer-first principles.

· Monitor outlet warranty claim, goodwill & rejection processes and ensure timely submission and closure.

· Coordinating with outlet to ensure compliances of outlet facilities requirements, 5S and continuous improvement initiatives for service quality and customer satisfaction.

Administrative & Reporting

· Coordinating with outlet to ensure compliances of outlet facilities requirements, 5S and continuous improvement initiatives for service quality.

· Prepare weekly, monthly and ad-hoc reports on service performance, campaigns and operational issues.

· Maintain proper documentation for aftersales campaigns, technical bulletins, and operational procedures.

· Support in scheduling and coordinating service campaigns, recalls and special service projects.

Training & Compliance

· Assist in organising technical and customer service training programs for outlet teams.

· Monitor and ensure compliance with Toyota operational training and standards, safety regulations and PCM Group and Toyota SOPs.

Campaign & Project Support

· Assist in planning and monitoring aftersales marketing activities, seasonal promotions and service campaigns.

· Coordinating the customer engagement, Best in Town and CS activities to build stronger CSI and retention

· Coordinate communication between HQ, outlets and external providers for campaign planning and execution.

6. Undertake Ad-Hoc Duties as Assigned

· Undertake any other assignments as required.

· Perform additional duties assigned by superiors when necessary.

Qualifications for Executive, After Sales Operations

Minimum Bachelor's Degree or Professional Qualification in related field.

Must be hands on, detail oriented and dedicated.

Independent and able to work under pressure and multitasking environment.

Good understanding of customer segmentation and demographics.

Ability to interact with all levels of people to address arising issues.

Fluent written and spoken in English & Bahasa Melayu.

Customer oriented with ability to interact with people effectively.

Dynamic interpersonal skills with ability to manage the team.

Strong interpersonal and communication skills.

10- Computer literacy with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

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