Customer Care Executive

15 hours ago

Glenmarie Selangor, Malaysia Federal Auto Holdings Berhad Full time 30,000 - 60,000 per year

We are looking for a proactive and customer-focused Customer Care Executive to enhance customer satisfaction, streamline service processes, and support outlet teams in managing customer feedback.

You will play an important role in:-

  • Handling customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Minimizing complaint cases from being escalated further e.g. legal or tribunal
  • Implement effective customer service procedures, policies, and standards across the Company
  • Execute effective customer service retention and loyalty programs to retain customers
  • Assist in identifying customer service gaps via data analysis and drive improvement to prevent recurrence to maintain a high level of customer service experience.
  • Maintain accurate records and document all customer service activities and discussions
  • Provide solution and guidance to customer service representatives at branch level in managing customer expectations and feedback
  • Compile the Customer Experience Management (CEM) scores of all the branches and carry out brainstorm session with the branch's customer service representatives on CEM improving plan
  • Log all complaint and track them towards timely resolution for all branches
  • Follow-up and ensure receipt of branch cases on weekly basis
  • Administer Freshdesk
  • Prepare weekly and monthly report

Job Requirements:

  • At least a Bachelor's Degree/ Post-Graduate Diploma/ Professional Degree in Business Studies/ Administration/ Management or equivalent
  • Minimum 3 years working experience in customer service field (those with automotive experience will have added advantage especially in a customer service area)
  • Outstanding written and verbal communication skills
  • Proficiency in Microsoft Office and customer service software
  • Excellent leadership and interpersonal skills

Are you ready to make that career shift & grow a great portfolio with us?

Click the 'Apply Now' button and we will get in touch with the shortlisted candidates soon.

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