Customer Experience Executive - Multi-Brand

Reports to: Customer Relations Manager

Division: Corporate Planning & Communication

Department: Customer Relations

JOB PURPOSE

To be a professional driver of the company’s 3 Commitments to the customer:  ”Relationship – Communication & Consistency” by ensuring Customer Satisfaction through timely resolution of Customer complaints across Company Branches & Brands. Collecting & analyzing Customer feedback from surveys (CSI & NPS) & working with the relevant Teams to come up with Kaizens to improve CMK’s level of service delivery. Working closely with CR Team & relevant Teams to analyze & take action on Customer trends/needs, ideas & suggestions, to improve the overall company's Experience for all Customers.

MAIN JOB RESPONSIBILITIES

a) VOC Management for Multibrand – Mercedes Benz, VW, Hyundai, Sinotruk, Hino & Suzuki

✔ Weekly coordination of VOC meetings for all brands that the Customer Experience Executive supports

✔ Weekly follow up with 3S Teams for timely closure of negative VOC on the CRM system

✔ Weekly follow up with 3S Teams for timely closure of Enquiries on the CRM system

✔ Monthly identify trends in Customer satisfaction, making Kaizen a priority for improvement

✔ Refresher Training to Multibrand 3S Teams on VOC Management

b) Complaint Handling for Multibrand

Daily follow up of Branches & Brands for General complaints handling from receipt up to closure (not more than 30 days). 

Compiling OCR reports monthly from Multibrand Branches & Brands.

c) Enquiries Management

✔ Daily Management of Company Website for Multibrand Enquiries (receiving, escalating, following up)

✔ Daily Management of Live Chat on Website (as assigned by CR Manager)

✔ Daily Management of WhatsApp for Business (as assigned by CR Manager)

d) Tracking & Reporting of CR activities

✔ Customer visits – Plan for customer visits, collect customer feedback, give them giveaways, take photos and compile a report for each visit and share with management for action.

✔ Annual CR Activities Calendar – roll out, tracking & reporting of Customer retention activities.

✔ Support with sales and service activations and customer events

✔ Support CR projects as assigned by CR Manager

✔ Support Customer Handling Guideline Training and other relevant training to 3S Multibrand staff & Outsourced Staff i.e. Guards, Receptionists, Call Center, Cashiers, Switchboard, Dealers & TKASC).

✔ Support Marketing & various Teams with events such as launches i.e. RSVP, hostess roles, etc.

✔ Communicate to Customers via Email, Bulk SMS & WhatsApp for Business as the need arises

e) Lapsed Customer Activity/ Reporting (Where applicable)

Support lapsed customer activity/ reporting from all Multibrand branches and brands

f) Relationship Building

Create rapport and good relationships with staff and customers

KNOWLEDGE, SKILLS AND EXPERIENCE

Minimum level of educational qualification required to perform effectively in the role

University degree preferably in communication, marketing, Public Relations or business-related field

Minimum level of academic qualification and work experience required to perform effectively in the role

●    Minimum of 5 years’ experience in Customer Experience 

●    Excellent Computer Skills

●    Customer Experience or a Service Excellence certification 

●    Strong verbal and written communication skills

●      Strong people management and interpersonal skills.

WORKING RELATIONSHIPS

Key Internal customers

a) All Sales, Parts, Service & Body Shop Teams (all Branches & Brands)

b) Marketing Team

c) Dealers

d) Company ASC

Support the below Teams/Brands

a) Mercedes Benz (3S)

b) VW (3S)

c) Hyundai (3S)

d) Sinotruk (3S)

e) Suzuki (3S)

f) Hino (3S)

External Customers

a) All Customers to company Branches across all Multibrand Branches and Brands

COMPETENCIES

Technical Skills

a) Proficient in Microsoft Office applications/computer literacy

b) Basic product knowledge

c) Driving License

Functional skills

a) Excellent Customer Service skills

b) Excellent communication skills

c) Excellent presentation skills (written & spoken)

d) Excellent negotiation skills

e) Excellent report writing skills

f) Excellent problem-solving skills

g) Excellent training skills

h) Excellent organization skills 

Behavioral skills

a) Authentic, pleasant, and approachable personality

b) A team player

c) Helpful and resourceful

d) Passionate, enthusiastic & willing to serve both internal and external Customers

e) Empathetic - able to put self in the Customers shoes

f) Ability to work under pressure and meet deadlines

g) Able to work with minimal supervision

h) Able to maintain confidentiality on sensitive matters.

i) Build and maintain strong working relations with both the Internal & External Customers

j) Any other tasks/duties or projects as assigned by the CR Manager