Customer Relations Executive

About the role

Monitor and improve customer interactions and experiences at all branch touchpoints. Handle customer enquiries, manage expectations, and identify service improvement opportunities. Support initiatives that promote Company services and build strong customer relationships.

Key responsibilities

• Support, coach, and guide frontliners in understanding customer needs, delivering excellent service, handling complaints professionally, and ensuring timely service recovery.
• Monitor customer experience standards at assigned branches to ensure consistent, professional, and quality service across all customer touchpoints.
• Work closely with Branch Operations and frontliners to identify service gaps, address operational issues, and implement service improvement initiatives.
• Conduct branch visits, service observations, and customer experience assessments to ensure compliance with customer service standards, SOPs, and service excellence requirements.
• Monitor customer feedback, complaints, compliments, CSAT/CSI, NPS, and other customer experience indicators, analyse trends, and recommend improvement actions.
• Investigate customer complaints and service issues, coordinate with relevant departments to resolve them promptly, and ensure timely closure.
• Develop and implement customer experience programmes, service campaigns, and branch engagement initiatives to improve customer satisfaction and loyalty.
• Collaborate with internal stakeholders to enhance customer journeys, service processes, digital services, and operational procedures.
• Support the communication and implementation of new products, services, and operational changes to branches and frontliners to ensure consistent customer messaging.
• Prepare customer experience reports, service performance dashboards, and management updates, including recommendations for continuous improvement.

About you

• Diploma or Bachelor's Degree in Business Administration, Customer Service, Communications, Hospitality or related field.
• Minimum of 2 to 3 years of experience in the customer service industry, with a strong focus on customer experience.
• Excellent verbal and written communication skills, with the ability to engage with both internal and external customers and partners.
• Fluent in English and Malay; proficiency in additional languages is a plus.
• Excellent computer proficiency (MS Office – Word, Excel, PowerPoint, Outlook, etc.) and CRM systems.
• Knowledge of the automotive industry is an advantage.
• Customer service oriented.