Head of Customer Relations

RM 3,500 - RM 6,000 / Per Mon

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Lead, manage, plan, direct, control and coordinate the overall activities of Customer Relations team i.e. appointments, service reminder, etc. to ensure consistent service intake
Oversee and attend to all customer relations i.e. enquiries or complaints, ensure all cases are monitored until resolution and organize meeting to analyze complaint trend
Monitor and facilitate the resolution of gaps and complaints for ensuring excellence in customer service.
Manage the helpdesk and contact center for Company and to help facilitate channeling of requests to relevant departments or personals.
Monitor Call Centre (Outbound & Inbound).
Handle customer's concern, analyse root cause and take improvement activities.
Coordinate with CR team on customer satisfaction survey and analyze on result.
Ensure customer database is updated in timely manner and protected at all times through constant monitoring
Support and provide direction to the team in all areas dealing with customer relations to improve customer experience, providing guidance and constructive feedback and resolving problems.
Collaborate with other departments, such as service, parts and sales s, to optimize overall dealership performance and customer experience.
Provide regular reports and updates to senior management on departmental performance, goals, and initiatives.
Other tasks as assigned.

Must possess at least a Bachelor in Mass Communications or any related field with at least 5 to 7 years working experience as Customer Relations Manager or Customer Relations Assistant Manager
Experience as a Customer Relations Manager within the automotive industry will have an added advantage
Strong leadership and management skills, with a proven ability to lead and inspire a team.
Excellent communication and interpersonal skills, with a customer-centric approach.
Customer Service Oriented and embrace that “Customers Come First” mind set.
Independent, high commitment, self-motivated and able to promote good problem solving.
Ability to prioritize tasks, manages multiple priorities, and thrives in a fast-paced environment. IT literate and competent in Google Apps (G. Sheets, G. Docs & G. Slides)
Salary will be based on candidate's qualification, skill and relevant working experience.