Assistant Manager – Customer Service

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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