Assistant Manager - Customer Relations

• 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 o to 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
• To ensure that all company policies are followed by all staff fully and initiated corrective actions whenever required o to maintain good business relationship with vehicle manufacturer
• To 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 products upselling achievement on a daily basis and to take corrective actions wherever necessary to achieve the targeted after sales financials
• To seek ways to constantly improve the services rendered to customers to ensure CSI achievement of the branch achieving above national average score within the MB dealer network as a minimum requirement

Customer Service

• To address all customer complaints / disputes in a timely manner by exploring ways to resolve the issues amicably, and to escalate the issues in a timely manner to higher management when required
• To monitor all customer complaints cases escalated by MBM

Process Improvement

• To proactively seek ways to improve the business (like liaising with fleet / corporate customers, initiate actions to bring back lost customers and retain existing customers etc.)
• To identify training needs of all staff and ensure proper training is given to improve operational efficiency
• To keep the after sales team constantly motivated so that a conductive working atmosphere is ensured / maintained

REQUIREMENTS:

• Min Diploma/ Degree in Hospitality Management or equivalent
• Possess min 5 years experience in customer service, preferably from the automotive.
• Possess good communication and interpersonal skills, Service-oriented, and a problem solver with business acumen in mind
• Able to communicate in English and Bahasa