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Jobs in Malaysia   »   Jobs in Subang Jaya, Selangor   »   Customer Service jobs   »   Customer Care Manager

Customer Care Manager

Subang Jaya, Selangor, MY
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Job Description for English Customer Service Representative (CSR)

Job Description

  • • To respond to requests from incoming telephone calls/emails regarding Roadside Assistance and complaints, & features of vehicle while demonstrating a pleasant and professional telephone manner. 24/7 support (any 5 working days, 8 working hours)
  • • Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources. Listen and probe for additional information as necessary. Make sound decisions concerning the prioritization of service (e.g., safety concern, urgency & expectation)
  • • Provide necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival. Suggest opportunities that will enhance a Member's experience; promote related programs as required by the Member’s individual situation.
  • • Following up on complain and breakdown cases and ensuring customers are updated at all times
1.1.2 Skill profile

  • The profile for a new CSR is as follows:
  • · Diploma/ Bachelor Degree
  • · Excellent verbal and written communication skills (English)
  • · Experienced in Customer service (Premium Brand) Min 1 Year
  • · Fresh graduates with passion on customer service or graduated from relevant industry are welcome to apply
  • · Negotiation skills + Sales Skills
  • · Great telephony etiquette with pleasant disposition and attentive listening skills
  • · Ability to work under pressure (handle complain customers)
  • · To have general automotive knowledge (basics of cars)
  • · No criminal record (to be assured and documented with a certificate of good conduct at the Supplier’s side) Criminal records cannot be shared due to strict confidentiality.
1.1.3 Further requirements for the CSR profile to be considered:

  • · Ability to handle complexity and communicate on different levels.
  • · Ownership and independent thinking.
  • · Strong focus on self-improvement, analytical thinking and self-reflection.
  • · Ability to manage different tasks in an efficient and qualitative manner.
  • · Understanding of process and quality requirements.
  • · Ability to take decisions/create solutions when faced with complex cases/situations.
  • · Strong focus on competencies.
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