Job Description
Are you a customer service leader with a passion for excellence in the automotive industry? Tan Chong Motor Holdings Berhad is seeking a dynamic and results-driven Assistant Manager, Customer Service to join our team in Kuala Lumpur. In this pivotal role, you will be the driving force behind our customer support operations, ensuring that every interaction reflects our commitment to quality and service excellence.
You will play a critical role in streamlining operations, managing credit control processes, and implementing strategies that not only improve customer retention but also identify key opportunities for upselling. If you have a proven track record in leading high-performing teams and a keen eye for operational efficiency, we want to hear from you. You will be tasked with nurturing a culture of continuous improvement, supporting staff development, and maintaining the high service standards that Tan Chong Motor is known for.
Responsibilities
- Oversee daily customer service operations to ensure seamless service delivery and high customer satisfaction scores.
- Manage end-to-end credit control processes, ensuring timely collections and effective resolution of account discrepancies.
- Drive customer retention initiatives and actively promote value-added services through strategic upselling.
- Monitor and analyze service performance metrics, providing actionable insights to senior management.
- Lead, mentor, and coach the customer service team to achieve KPIs and professional growth objectives.
- Implement standard operating procedures (SOPs) to streamline workflows and reduce resolution times.
- Handle escalated customer complaints with professionalism to ensure quick and favorable resolutions.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum 5 years of experience in customer service management, preferably within the automotive or retail sector.
- Strong background in credit control and financial documentation management.
- Proven ability to lead, motivate, and develop a diverse team of service professionals.
- Excellent communication skills in English and Bahasa Malaysia (Mandarin is a plus).
- Proficient in CRM software and MS Office Suite, particularly Excel.
- Strong analytical mindset with the ability to interpret data and translate it into operational improvements.