Customer Relation Executive (CRE)

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.