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Customer Service Specialist (Automotive)

  • Full Time, onsite
  • GREAT WALL MOTOR SALES MALAYSIA SDN. BHD.
  • Kuala Lumpur, Malaysia
RM 4,000 - RM 6,000 / month

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  • Plan, develop, implement and improve effective customer service goals, procedures, policies, and standards.
  • Understand and address customer’s needs, complaints, inquiries or other issues and follow up on the problems raised until resolved via various communication platforms.
  • Engage and manage call-in customers by assisting, confirming or clarifying any concerns as needed.
  • Provide customers with a professional standard of service and to achieve a high level of customer satisfaction.
  • Provide timely and accurate responses to customer inquiries regarding the latest model promotions, special offers, and product features.
  • Efficiently utilize the CRM system to access and manage customer data, track interactions, preferences, and sales history, ensuring personalized service.
  • Act as the point of contact for customer feedback and concerns, collaborating with the sales team to resolve issues and find effective solutions.
  • Proactively reach out to customers to keep them informed of new sales events, product updates, and promotional activities, encouraging engagement and sales opportunities.
  • Ensure customer concerns are well attended by coordinating with respective departments or sections and authorized dealerships.
  • Conduct customer service training and program for the dealer’s Aftersales frontliners in order to drive CS mindset.
  • Conduct satisfaction surveys to gauge customers’ satisfaction level and generate survey results for improvement analysis.
  • Maintain accurate complaint data records and documents for improvement analysis.
  • Keep ahead of industry’s development and apply best practices to areas of improvement.
  • Prepare FAQ on any new model or product to be launched.
  • Support for any company event which is related to operations and explanation.
  • Plan and control section budgeting.
  • Prepare daily, weekly and monthly reports to the management.
  • Perform related duties as assigned or as the situation dictates.