Assistant Manager – Customer Service

Cycle & Carriage Bintang BerhadMalaysia, Malaysia

2 days ago

Job description

Monitor the day to day after sales operations to ensure that all staff follows the procedures laid down by the vehicle manufacturer (like Workshop Process Consulting / sending technical info, feedback etc.

To constantly monitor the operation to ensure that the Standard Operating Procedures (SOP), WPC and audit requirements are followed and ensure corrective actions are initiated wherever required proactively.

To ensure that all company policies are followed by all staff fully and initiated corrective actions whenever required.

To maintain good business relationship with all stakeholders included internal depts.

To ensure proper coordination between other departments (finance / sales / HR etc) for smooth running of after sales operations.

Target Management

Closely monitor aftersales throughput, revenue, and product upselling achievement daily and to take corrective actions wherever necessary to achieve the targeted aftersales financials.
To seek ways, to constantly improve the services rendered to customers to ensure the CSI achievement of the branch achieving above national average score within the MB dealer network as a minimum requirement.

Customer Service

To address all customer complaints / disputes in a timely manner by exploring ways to resolve the issues amicably, and to escape the issues in a timely manner to higher management when required.
To monitor customer complaints cases escalated by MBM.

Process Improvement

To proactively seek ways to improve the business (like liaising with fleet / corporate customers, initiate actions to bring back lost customers and retain existing customers etc.)
To identify training needs of all staff and ensure proper training is given to improve operational efficiency.

REQUIREMENTS :

At least 4-5 years’ related experience in progressive capacityand familiar with aftersales customer service operations.
Diploma / Degree in Automotive / Mechanical Engineering or equivalent.
Able to read and write English and Bahasa Malaysia, able to converse in Englishand reliable and have strong integrity.
Friendly, courteous and with a service-minded attitude, problem solver, self-motivated and team-work mentality, and high degree of confidentiality.

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Customer Service • Malaysia, Malaysia