Job Description

Key Responsibilities:

1. Customer Service & 3-in-1 Utilization

- Achieve service performance targets by effectively monitoring WIP, back orders, follow-ups, appointments, and reminders.

2.

Vehicle Handover

- Ensure proper handover of vehicles with all customer requests attended to as promised.

3.

Policy & Compliance

- Adhere strictly to company policies on warranty, cash/credit handling, and documentation.

4.

Documentation & Reporting

- Submit service campaigns, technical reports, and fix-it-right programs promptly and accurately.

5.

Frontline Operations

- Manage daily Service Advisor and Admin tasks to ensure smooth customer flow and service quality.

6.

SOP Compliance

- Ensure adherence to Toyota service SOPs for customer handling and admin operations.

7. Customer Retention & Marketing

- Plan and execute engagement, promotions, and retention activities to achieve sales and service targets.

8. Customer Satisfaction Index (CSI)

- Manage reception and service advisors to meet CSI targets through performance standards.

9. Internal & External Liaison

- Coordinate effectively with internal departments and external suppliers.

10.

Sales Achievement

- Guide Service Advisors in achieving sales, throughput, upselling, and retention goals.

11.

Administrative Management

- Oversee appointments, records, service documentation, and reports.

12.

Undertake Ad-Hoc Duties as Assigned -

Undertake any other assignments as required and perform additional duties assigned by superiors when necessary.

Qualifications for Executive, Customer Service Operations

1- Diploma or Bachelor's Degree in Marketing/Mass Communication/Business Administration or equivalent.

2- Must be hands on, detail oriented and dedicated.

3- Good understanding of customer segmentation and demographics.

4- Ability to interact with all levels of people to address arising issues.

5- Fluent written and spoken in English & Bahasa Melayu.

6- Dynamic interpersonal skills with ability to manage the team.

7- Responsible, meticulous and possess good working attitude.

8- Has own initiative and able to work independently and under pressure.

9- Computer literacy with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

Job Types: Full-time, Permanent

Pay: Up to RM3,000.00 per month

Benefits:

Additional leave Cell phone reimbursement Company car Free parking Health insurance Maternity leave Opportunities for promotion Parental leave Professional development
Experience:

after sales: 3 years (Required)
Work Location: In person