Customer Relation

About the role

Customer Relations role at SLM Motorport SDN BHD, responsible for managing and serving customer inquiries through WhatsApp, phone, social media and in-person interactions in a friendly and professional manner.

Key responsibilities

• Manage and serve customer inquiries through WhatsApp, phone, social media and in-person with friendly and professional service
• Provide accurate information to customers regarding motorcycle models, specifications, pricing, promotions, purchase processes, servicing, maintenance, warranty and after-sales procedures
• Follow up with customers who have inquired, made bookings, purchased motorcycles or received servicing
• Contact customers to arrange service appointments, motorcycle inspections and after-sales matters
• Send reminders to customers regarding appointment dates, periodic servicing, warranty, required documents or payments, and motorcycle collection
• Handle customer complaints and inquiries professionally and take follow-up action until problems are resolved
• Record and update customer information, follow-up status, appointments and complaints accurately
• Ensure every customer inquiry receives a response within an appropriate timeframe
• Communicate and collaborate with Sales Advisor, Service Advisor, Mechanic and Admin staff to ensure smooth customer service
• Make calls or send WhatsApp messages to customers after purchase or servicing to gather feedback and ensure customer satisfaction
• Build and maintain good relationships with customers to encourage repeat business
• Provide polite, professional and friendly service to all customers regardless of background
• Identify customer needs and problems and channel information to relevant parties for further action
• Ensure all information provided to customers is based on company policy and directives
• Prepare and update customer lists for regular follow-up purposes
• Follow up on customer enquiries, bookings, pending documents, pending payments, delivery or collection, service appointments, warranty and customer complaints
• Provide brief reports on customer status, follow-up, appointments and complaints when required by management
• Answer customer questions through official company social media platforms
• Help communicate promotional information, campaigns and company activities to customers according to management instructions
• Ensure WhatsApp, phone and social media communications use polite, clear and professional language
• Assist with Customer Service and After-Sales matters as required by the company
• Assist management with promotional activities, events, customer engagement and company programs
• Handle all documents, records and customer information confidentially and not disclose to unrelated parties
• Perform any other reasonable tasks related to the position as directed by management from time to time

About you

• Good communication skills
• Friendly, polite and responsible
• Customer handling and problem-solving skills
• Able to use WhatsApp, computer and basic office applications
• Able to work individually and in a team
• Disciplined, meticulous and able to consistently follow up
• Interest in the motorcycle industry is an advantage