Prepare and execute after sales customer communication
Review and assess workshop process and customer complaint handling procedures in dealer after sales network to develop guidelines in dealer customer relation management.
Monitor dealer handling of customer cases. Attend to regular customer complaint meeting with dealer management and ensure that all customer relation cases are resolved timely and amicably.
Act as the first contact point to attend to incoming customer enquiries and complaint in the form of phone, fax, letter, e-mail or scheduled / unscheduled visit to the MBHK office.
Follow-up major customer complaint, product liability and legal cases. Represent MBHK to meet with customers, their representatives, lawyers or insurance company to discuss, negotiate and settle cases.
Coordinate support from legal counsels and consultants if necessary.
Coordinate internal parties in MBHK including, Technical, Warranty, Homologation, Sales Operations and Marketing & Communications to work on customer relation cases and to seek support from all parties to formulate remedies to settle customer cases.
Response to enquiries and intervention of government authorities, statutory bodies like the consumer counsel, and the media on customer relation and product liability issues.
Develop and compile reports to monitor the status, results of customer cases and the performance of the customer relations team.
Analyze and identify trends and regularities and notify management of the after sales department.
Degree required, major in business, marketing or social disciplines preferred
5+ year’s work experience, in customer relations field in any industry, at least 2-3 yrs management experience
Intermediate driving and motor vehicle knowledge
Computer operation knowledge.
Fluent in English, Mandarin, Cantonese
Calm, can work under pressure and handle conflicting situation.
Immediately available is highly preferred
For the successful candidate, we offer a 5-day week in addition to a salary that commensurate with your experience and qualification.
Potential candidates who meet our requirements, kindly apply with full resume and application letter indicating your present and expected salary via "Apply Now".
We are an equal opportunity employer. The information provided will be treated in strict confidence and only be used for recruitment related purposes.
The Company may refer suitable applicants to other vacancies within the Group. All personal data of unsuccessful applicants will be destroyed within 12 months on completion of the recruitment exercise.