Officer, Customer Interaction Centre

Job Overview

We are seeking a customer-focused and highly motivated Customer Interaction Center (CIC) Agent to deliver exceptional customer service experiences across multiple communication channels. The successful candidate will serve as the primary point of contact for customers, handling inquiries, feedback, and complaints related to BYD vehicles, products, and services while ensuring timely and professional resolution of customer concerns.

Mandarin language proficiency is mandatory as the role requires regular interaction with Mandarin-speaking customers.

Key Responsibilities

• Handle customer inquiries, feedback, and complaints related to BYD vehicles, products, and services through telephone calls, emails, and CRM/Case Management Systems.
• Attend inbound customer calls and conduct outbound follow-up calls to provide updates, obtain additional information, and ensure timely resolution of customer concerns.
• Manage and monitor customer complaint cases within the CRM and Case Management System, ensuring accurate documentation and resolution within established service timelines.
• Respond professionally to customer email inquiries and complaints while adhering to BYD customer service standards.
• Coordinate effectively with BYD dealerships, service centers, and relevant internal departments to facilitate investigations and resolve customer issues.
• Maintain accurate and detailed records of customer interactions, case updates, and resolutions within the CRM system.
• Escalate complex or unresolved cases to relevant stakeholders and closely monitor progress until closure.
• Participate in team discussions, calibration sessions, and case review meetings to identify recurring issues and recommend service improvement initiatives.
• Perform administrative duties related to customer case management, reporting, and documentation.
• Deliver outstanding customer experiences while achieving service quality, productivity, and customer satisfaction targets.

Requirements

• Minimum Diploma or equivalent qualification.
• Minimum 3 year of experience in customer service, call center, contact center, customer relations, or complaint management is an added advantage.
• Mandarin proficiency (both spoken and written) is required due to frequent interaction with Chinese-speaking customers and occasional communication with counterparts in China.
• Proficient in English and Bahasa Malaysia.
• Strong communication, interpersonal, and problem-solving skills.
• Ability to manage multiple cases and priorities in a fast-paced environment.
• Customer-oriented mindset with strong attention to detail.
• Experience using CRM systems, case management systems, or customer service platforms is preferred.
• Proficient in Microsoft Office applications.