Customer Relations Executive

As a Customer Relations Executive, you will play a vital role in ensuring exceptional customer experiences and satisfaction. Your primary responsibility will be to handle customer inquiries, concerns, and requests through various communication channels, delivering prompt and effective solutions. By providing accurate information, addressing customer issues, and fostering positive interactions, you will contribute to building strong customer relationships and enhancing the reputation of our company.

Roles & Responsibilities:

• Manage promptly and courteously customer queries and requests via:

1. Emails
2. Walk-in
3. Hotline / Inbound calls

• Efficiently handle both inbound and outstation service requests from various sources, including customers, dealers, and sales personnel.
• Update and maintain a reliable service database/system to keep track of customer information, service history, and other relevant details.
• Capture and settle every complaint (internal & external) received in the database/system for comprehensive record-keeping.
• Conduct on-time follow-ups to ensure timely updates on service status (work in progress, ready for collection, agree for disposal) and coordinate spare parts replacement when necessary.
• Conduct and administer CSI surveys for all customers to gather valuable insights and identify areas for improvement.
• Generate service invoices or any operation documentation for compliance purposes.
• Generate necessary documentation and reports as requested by the management for analysis and decision-making purposes.
• Conducting monthly product stock takes, meticulously counting and recording inventory levels to ensure accurate stock records.
• Record and manage all sales and service payments, ensuring accuracy and timely processing, while maintaining detailed financial records and collaborating with the finance team to reconcile transactions.
• Responsible for efficiently filing and organizing invoices by company procedures and standards.
• Undertake any additional tasks or responsibilities as required to ensure efficient service delivery.
• Offer product information, pricing details, and assistance with online purchases to potential and existing customers.
• Handle necessary follow-ups, such as pending payments and pending cases, while meticulously tracking and monitoring their progress.
• Identify opportunities for process improvement and provide feedback to enhance the overall customer experience.

To Be a Successful Candidate:

• Bachelor's Degree in Business Administration, Communication, or a related field with a minimum of 1 years of experience in customer service, preferably in the home appliances industry; or
• Diploma in Business Administration, Communication, or a related field with a minimum of 8 years of experience in customer service, preferably in the home appliances industry with a proven record leading a team.

Location:

• Taman Eko Perniagaan, 81100 Skudai