Customer Relationship Officer

Key Responsibilities:

• Aftersales Customer Care: Maintain proactive communication with vehicle owners, conduct post-service/maintenance follow-ups, and foster long-term customer loyalty.
• Pre-sales Complaint Resolution: Act as the dedicated point of contact to investigate, handle, and resolve pre-sales customer complaints (e.g., delivery delays, sales misunderstandings, vehicle specification disputes).
• Service Recovery & De-escalation: Collaborate closely with internal teams (Sales, Workshop, Technical Support, and Parts) to deliver timely and fair solutions for escalated cases.
• Inquiry Management: Address customer queries regarding vehicle warranties, service contracts, maintenance schedules, and aftersales policies.
• Process Improvement: Track and analyze complaint trends, providing actionable feedback to management to enhance operational and service quality.

Requirements:

• At least 2 years of experience in Customer Service or Complaint Handling (Automotive experience preferred).
• Strong de-escalation, conflict resolution, and communication skills.
• Calm, polite, and professional demeanor under pressure.
• Fluent in spoken and written English and Cantonese.