Toyota Customer Relations Executive (Banting)

• Oversee all customer interactions to ensure a positive experience and compliance with Company standards across all Customer Touchpoints, including Sales, Service, and Body & Paint.
• Handle customer inquiries, complaints, and feedback effectively.
• Utilize the DMS VOC system to capture customer feedback, meet and greet customers, foster relationships, and network effectively.
• Act as an escalation point for complex customer complaints requiring higher-level intervention.
• Ensure complaints are acknowledged within 24 hours and an action plan is provided within 48 hours. Implement the 7-step complaint handling process and ensure all complaints are properly registered in DMS VOC with complete chronology, supporting documents, repair history, and closure evidence.
• Monitor the quality of complaint handling by other departments.
• Support the implementation of marketing activities, such as roadshows.
• Foster a customer-centric culture within the dealership.

Job Requirements

• Candidate must possess a minimum of a Degree in any field.
• Candidates with relevant customer service experience are preferred.
• Fresh graduates are encouraged to apply.
• Excellent verbal and written communication skills to interact effectively with customers and internal teams.
• Ability to understand customer needs and emotions to provide a personalized experience.
• Ability to lead and motivate a team towards achieving customer experience goals.
• Ability to analyze data and customer feedback to make informed decisions.
• Strong problem-solving capabilities to address customer issues effectively.
• Willing to be based in Banting.

Working Hours

• Monday – Friday: 8:00 AM – 5:30 PM
• Saturday: 8:00 AM – 12:00 PM

Pay: RM2,500.00 - RM3,500.00 per month

Work Location: In person