Job Function / Description:
- Conduct Service Reminder to customer through SMS and call to ensure consistent service intakes of dealership.
- Coordinate and record customer's appointment booking to ensure smooth flow of operations in dealership.
- Conduct post service Follow up with customers to measure customer satisfaction and take improvement activities.
- Handle customer's concern, analyse root cause and take improvement activities.
- Ensure all customer's voice is promptly reported to management.
- Liaise and communicate with dealer internal staff/management to ensure prompt and effective reply of Dealer Service Level Agreement (DSLA) through CRM System.
- Ensure customer database is updated in timely manner and protected at all times through constant monitoring.
- To ensure compliance to customer data utilization by dealer management and Honda Malaysia.
- Continuously strive to develop and maintain good rapport with customer and strive towards achieving high customer satisfaction.
- Coordinate, conduct invitation and record customer’s appointment for Product Update (PUD).
Job Requirement:
- Minimum Diploma in any field, with 2 years experience in Customer Service; Degree Holder in any field (Added advantage if working experience in similar industry).
- Excellent telephony, communication and interpersonal skills.
- Strong language skills
- Able to communicate effectively in English, Malay and local dialects (written and spoken)
- Knowledge in spoken Chinese will be an added advantage
- Prepare simple report (if required)
- Customer Service Oriented and believes that “customers come first”.
- Possess a good team-working and have a positive attitude.
- Competent in Microsoft Office (Word, Excel, Powerpoint).
- Independent, high commitment, self-motivated and good problem solving.