Assistant Manager Customer Service

Responsibilities: Monitor the day-to-day after sales operations to ensure that all staff follows the procedures laid down by the vehicle manufacturer (like Workshop Process Consulting / sending technical info, feedback etc).Constantly monitor the operation to ensure that the Standard Operating Procedures (SOP), WPC and audit requirements are followed and ensure corrective actions are initiated wherever required proactively.Ensure that all company policies are followed by all staff fully and initiate corrective actions whenever required.Maintain good business relationships with all stakeholders, including internal departments.Ensure proper coordination between other departments (finance/sales/HR etc) for smooth running of after sales operations.Target Management: Closely monitor aftersales throughput, revenue, and product upselling achievement daily and take corrective actions wherever necessary to achieve the targeted aftersales financials.Seek ways to constantly improve the services rendered to customers to ensure the CSI achievement of the branch achieving above national average score within the MB dealer network as a minimum requirement.Customer Service: Address all customer complaints/disputes in a timely manner by exploring ways to resolve the issues amicably, and escalate the issues in a timely manner to higher management when required.Monitor customer complaints cases escalated by MBM.Process Improvement: Proactively seek ways to improve the business (like liaising with fleet/corporate customers, initiating actions to bring back lost customers and retain existing customers etc.)Identify training needs of all staff and ensure proper training is given to improve operational efficiency.Requirements:At least 4-5 years' related experience in a progressive capacity and familiar with aftersales customer service operations.Diploma/Degree in Automotive/Mechanical Engineering or equivalent.Able to read and write English and Bahasa Malaysia, able to converse in English, and reliable with strong integrity.Friendly, courteous, with a service-minded attitude, problem solver, self-motivated, team-work mentality, and high degree of confidentiality.
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