Job Description

Position Title: Customer Relations Executive (CRE)

Department

: Service

Reporting To

: Service Manager

Key Responsibilities:1. Customer Service

Greet customers in person or over the phone in a friendly and professional manner. Schedule service appointments based on customer needs and technician availability. Answer inquiries related to services, pricing, and promotions. Provide estimated turnaround times for repairs and updates during the service process. Process customer payments in compliance with company policies. Coordinate with Service Advisors for smooth handovers and seamless customer experiences.

2. Customer Relationship Management (CRM)

Maintain and update accurate customer records in the CRM system. Send appointment confirmations and reminders to reduce no-shows. Follow up post-service to gather customer feedback and ensure satisfaction. Manage complaints professionally, ensuring swift and satisfactory resolutions. Build long-term customer relationships to encourage loyalty and repeat business. Identify and suggest upsell/cross-sell opportunities for additional services or products.

3. Administrative & Support Tasks

Manage service centre records, appointment calendars, and service schedules. Prepare and issue invoices, service documents, and receipts. Handle incoming/outgoing calls and route them to the appropriate department. Assist in implementing marketing campaigns and customer promotions. Keep up to date with service centre policies, procedures, and product/service updates.

Requirements:1. Educational Qualifications

Minimum SPM or equivalent. Diploma in Business Administration, Customer Service, or related field is an added advantage.

2. Skills & Competencies

Strong interpersonal and communication skills (verbal & written). Good organizational and time management skills. Customer-focused mindset with problem-solving abilities. Familiarity with CRM software and Microsoft Office tools. Ability to work well in a team and handle high-pressure situations calmly. Proficient in both English and Bahasa Malaysia.

3. Experience

Minimum 1-2 years in a customer-facing role, preferably in the automotive or service industry. Experience in handling customer complaints and service scheduling is highly valued.
Job Types: Full-time, Permanent

Pay: RM1,900.00 - RM2,300.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person