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Assistant Manager Customer Service
Cycle & Carriage Malaysia HoldingsGeorge Town, Pulau Pinang, Malaysia22 hari lalu
Penerangan pekerjaanMonitor 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 o 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 o To maintain good business relationship with vehicle manufacturer To ensure proper coordination between other departments (finance / sales / HR etc) for smooth running of after sales operations Closely monitor aftersales throughput, revenue and products upselling achievement on a daily basis and to take corrective actions wherever necessary to achieve the targeted after sales financials To seek ways to constantly improve the services rendered to customers to ensure CSI achievement of the branch achieving above national average score within the MB dealer network as a minimum requirement To address all customer complaints / disputes in a timely manner by exploring ways to resolve the issues amicably, and to escalate the issues in a timely manner to higher management when required To monitor all customer complaints cases escalated by MBM 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 To keep the after sales team constantly motivated so that a conductive working atmosphere is ensured / maintained Annual Leave Medical and Hospitalisation Leave EPF / SOCSO / PCB Annual Bonus Medical Insurance Performance Bonus
Requirements
- Min Diploma / Degree in Automotive Engineering or equivalent
- Possess min 3 years experience in customer service, preferably from the automotive.
- Possess good communication and interpersonal skills, Service-oriented, and a problem solver with business acumen in mind
- Able to communicate in English and Bahasa
Responsibilities
Operational Management
Target Management
Customer Service
Process Improvement
Benefits
Bonus, Insurance Coverage , Incentive
Additional Benefits
Skills
Customer Service Management Team Leadership Communication Skills Customer Satisfaction Problem-Solving
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Customer Service • George Town, Pulau Pinang, Malaysia