Customer Relations Executive

3 days ago

Butterworth, Penang, Malaysia CS Prima Auto Sdn Bhd Full time

Position Title: Customer Relations Executive (CRE)

Department: Service Reporting To: Service Manager

Key Responsibilities:1. Customer Service

  • Greet customers in person or over the phone in a friendly and professional manner.
  • Schedule service appointments based on customer needs and technician availability.
  • Answer inquiries related to services, pricing, and promotions.
  • Provide estimated turnaround times for repairs and updates during the service process.
  • Process customer payments in compliance with company policies.
  • Coordinate with Service Advisors for smooth handovers and seamless customer experiences.

2. Customer Relationship Management (CRM)

  • Maintain and update accurate customer records in the CRM system.
  • Send appointment confirmations and reminders to reduce no-shows.
  • Follow up post-service to gather customer feedback and ensure satisfaction.
  • Manage complaints professionally, ensuring swift and satisfactory resolutions.
  • Build long-term customer relationships to encourage loyalty and repeat business.
  • Identify and suggest upsell/cross-sell opportunities for additional services or products.

3. Administrative & Support Tasks

  • Manage service centre records, appointment calendars, and service schedules.
  • Prepare and issue invoices, service documents, and receipts.
  • Handle incoming/outgoing calls and route them to the appropriate department.
  • Assist in implementing marketing campaigns and customer promotions.
  • Keep up to date with service centre policies, procedures, and product/service updates.

Requirements:1. Educational Qualifications

  • Minimum SPM or equivalent.
  • Diploma in Business Administration, Customer Service, or related field is an added advantage.

2. Skills & Competencies

  • Strong interpersonal and communication skills (verbal & written).
  • Good organizational and time management skills.
  • Customer-focused mindset with problem-solving abilities.
  • Familiarity with CRM software and Microsoft Office tools.
  • Ability to work well in a team and handle high-pressure situations calmly.
  • Proficient in both English and Bahasa Malaysia.

3. Experience

  • Minimum 1–2 years in a customer-facing role, preferably in the automotive or service industry.
  • Experience in handling customer complaints and service scheduling is highly valued.

Job Types: Full-time, Permanent

Work Location: In person

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