Customer Relations Executive (Denza)

Work location: Penang

Work hours: 5.5 days

Job Description

• Handle inbound and outbound calls, emails, and chat inquiries related to automotive services, warranty information, technical support, roadside assistance, dealership referrals, and general inquiries in a courteous and professional manner
• Assist customers with inquiries about vehicle features, warranty, recalls, maintenance schedules, and service appointments
• Process and track customer complaints or escalations, ensuring timely resolution.
• Provide information on dealership locations, vehicle availability, financing, and promotional offers
• Support roadside assistance and emergency inquiries, escalating urgent issues appropriately.
• Record all customer interactions accurately in the CRM system
• Coordinate with internal departments and external parties to resolve customer issues
• Follow up with customers to ensure satisfaction and issue resolution
• Meet or exceed call quality, customer satisfaction, and productivity targets
• Stay updated with product knowledge, company policies, and automotive industry trends
• Maintaining brand reputation by delivering exceptional customer experiences

Requirements

• Candidates with previous experience working in automotive industry and relevant role is highly preferred
• Diploma or Bachelor's Degree (especially in Business, Communications, or related fields)
• 1–3 years of experience in a call center or customer service role
• Proficient in using computers and standard office software (MS Office)
• Excellent verbal communication (clear, friendly, and professional tone)
• Strong written communication (especially for email or live chat roles)
• Strong in Problem-solving and conflict resolution abilities
• High level of emotional intelligence
• Ability to multitask in a fast-paced environment
• Multilingual candidates are preferred (Strong command of English is a must have)