
Customer Service Specialist (Automotive)
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.