Customer Care Officer (Automotive)

1. Report directly to Branch
Manager/Service Manager on CS daily operational matters such as greeting customers, offering refreshment, buy and prepare beverages and refreshment every month and monitor branch’s customer facilities.
2. Report directly to Customer Experience Manager in respect to policy and procedures of Customer Satisfaction matter
3. Accountable for ensuring the branch achieved customer satisfaction score target as proposed by Customer Experience and settlement of complaint case in CCCMS.
4. Ensure customer complaints are handled effectively and resolved in timely manner.
5. Ensure all CS activities organized by HQ are supported and successfully implemented at the branch.
6. Update CCCMS system
7. Communicate immediately to BM/SM on any serious cases which requires immediate action.
8. Maintain good rapport with customer and work closely with Branch Manager in handling and resolving customer complaints.
9. Portray as a CS role model and CS Agent at branch level.
10. Assist BM/SM to coach and brief CS matters periodically or as and when needed the to the branch personnel.
11. Key person who assist BM/SM in implementing and monitoring CS activities/action plan at branch level.
12. Responsible to submit all related CS reports to Customer Experience and the relevant department.
13. Perform other CS related functions as specified by Branch Manager/Service Manager.
14. The first point of contact for all customers ensuring that a good quality of service is delivered at all times e.g. greeting, direct customers, pre-registration and offering
refreshment.
15. Carry out all administrative tasks and any necessary follow-up work relating to CS
16. Ensure the facilities related to customers are maintain in good standard of housekeeping, cleanliness and in order at all times e.g. signage, customer lounge, kid’s corner, refreshment, reading materials, customer’s wash room, prayer room, decoration etc.
Operating Hours:
Monday to Saturday - 8.30am to 7.00pm
Sunday - 8.30am to 5.00pm
*Rest day - 1 rest day in each week (weekday)
Benefit:
• Provide EPF, SOCSO, EIS
• Provide Allowance* (Attendance, Meal, Weekend)
• Incentive (KPI)* , Annual Bonus*
• Perodua accessories incentive*
• Life Insurance*
Working Experience:
• Priority have experience in automotive industry
Education:
• Certificate as least SPM
• Certificate SKM 1 / 2 / 3 / Diploma in automotive industry (will be consider first)
Location:
Taman Shamelin Perkasa Cheras