Customer Relations Executive - MultiBrand

The Job Responsibilities:-

a)       VOC Management for Multibrand – Mercedes Benz, VW, Hyundai, Sinotruk, Hino & Suzuki (VOC) Management for Multibrand – Mercedes Benz, VW, Hyundai, Sinotruk, Hino & Suzuki

✔     Weekly coordination of VOC meetings for all brands that the Customer Experience Executive supports

✔     Weekly follow up with 3S Teams for timely closure of negative VOC on the CRM system

✔     Weekly follow up with 3S Teams for timely closure of Enquiries on the CRM system

✔     Monthly identify trends in Customer satisfaction, making Kaizen a priority for improvement

✔     Refresher Training to Multibrand 3S Teams on VOC Management

b)       Complaint Handling for Multibrand

✔    Daily follow up of CMK Branches & Brands for General complaints handling from receipt up to closure (not more than 30 days). 

✔     Compiling OCR reports monthly from Multibrand Branches & Brands.

c)       Enquiries Management

✔     Daily Management of CFAO Website for Multibrand Enquiries 

✔     Daily Management of Live Chat on CMK’s Website 

✔     Daily Management of WhatsApp for Business 

d)       Tracking & Reporting of CR activities

✔     Customer visits – Plan for customer visits, collect customer feedback, give them giveaways, take photos and compile a report for each visit and share with management for action.

✔     Annual CR Activities Calendar – roll out, tracking & reporting of Customer retention activities.

✔     Support with sales and service activations and customer events

✔     Support Customer Handling Guideline Training and other relevant training to 3S Multibrand staff & Outsourced Staff i.e. Guards, Receptionists, Call Center, Cashiers, Switchboard, Dealers & TKASC).

✔     Support Marketing & various Teams with events such as launches i.e. RSVP, hostess roles, etc.

✔     Communicate to Customers via Email, Bulk SMS & WhatsApp for Business as the need arises

e)       Lapsed Customer Activity/ Reporting (Where applicable)

Support lapsed customer activity/ reporting from all Multibrand branches and brands

f)          Relationship Building

Create rapport and good relationships with staff and customers.

Knowledge/Skills & Experience 

●      University degree preferably in communication, marketing, Public Relations or business-related field

●    Minimum of 5 years’ experience in Customer Experience 

●    Excellent Computer Skills

●    Customer Experience or a Service Excellence certification will be an added advantage

●    Strong verbal and written communication skills

●      Strong people management and interpersonal skills.