Customer Relations Executive - PUSPAKOM GopengAtPUSPAKOM , we are committed to ensuring the safety, reliability, and integrity of Malaysia's vehicle inspection services. As aCustomer Relations Executive , you will play an instrumental role in enhancing the customer experience by managing and improving interactions across all touchpoints at our branches. Your work will help further PUSPAKOM's mission to maintain the highest standards of vehicle safety while promoting trust and excellence in our services. You will address customer queries, manage expectations, identify service improvement areas, and collaborate with internal teams to enhance service quality. Additionally, you will contribute to marketing initiatives and organize exhibitions to promote PUSPAKOM's cause, fostering long-term positive relationships with our customers and the communities we serve.
Why Join Us at PUSPAKOM?
PUSPAKOM is Malaysia's leading provider of vehicle inspection services, dedicated to upholding the highest standards of road safety, vehicle compliance, and customer satisfaction. Our integrity and commitment to quality make us a trusted partner in maintaining the safety of Malaysia's road transport system. As part of thePUSPAKOM family , you will contribute to a cause that ensures the safety of countless road users across the country. Join us in making a meaningful difference in people's lives by providing exceptional service and upholding the trust that PUSPAKOM has built over the years.
Key Responsibilities:
Monitor and Enhance Customer Experience:Track and analyze customer experiences across all branch touchpoints to ensure high standards of service are consistently met.
Collaborate on Service Strategies:Work closely with the Customer Service Department to develop and enhance customer service strategies aimed at boosting brand awareness and customer satisfaction.
Integrate Marketing and Customer Experience:Align customer experience initiatives with marketing campaigns, keeping customers informed about new products, services, and features.
Proactively Manage Customer Expectations:Identify customer needs and implement solutions to consistently improve the customer experience and maintain strong relationships.
Respond to Inquiries Efficiently:Address customer inquiries promptly and professionally through various communication channels, including phone, email, and in-person interactions.
Analyze Customer Feedback:Gather, analyze, and report on customer feedback, offering recommendations for service improvements based on insights.
Assess After-Sales Support:Use surveys and feedback mechanisms to evaluate after-sales support services and work to enhance them as needed.
Document Customer Interactions:Maintain accurate records of customer feedback, technical issues, and service-related documentation, in line with established SOPs.
Continuous Improvement:Stay up-to-date with company developments and industry trends to ensure ongoing improvements in customer service practices.
Coordinate Exhibitions and Events:Plan and execute exhibitions and events that showcase our services and engage with customers in meaningful ways.
Support Marketing Initiatives:Work alongside the marketing team to coordinate initiatives that strengthen the brand and support customer experience goals.
Job Requirements:
A minimum of 2-3 years of experience in customer service, with a strong emphasis on customer experience management.
A minimum of a Bachelor's degree in any of the following relevant fields:Business Administration
Marketing
CommunicationsExceptional verbal and written communication skills, with the ability to engage effectively with both internal teams and external customers.
Proficiency in English and Malay; knowledge of additional languages is an advantage.
Strong computer skills, including proficiency in MS Office (Word, Excel, PowerPoint, Outlook) and CRM systems.
Knowledge of the automotive industry is an advantage, but not essential.
A valid driving license is required , with at least aB2 and D classlicense.#J-18808-Ljbffr