Customer Service ( Car Service Department Assistant Manager)

Responsibilities:

• Support operations and monitor daily customer feedback via all avenues: emails, social media, walk-ins, and phone calls to identify potential complaints.
• Reach out and collaborate with relevant teams to address customer needs and escalated issues, and perform customer service recovery where required.
• Establish and maintain positive relationships with owners and customers.
• Ensure that customer handling standard procedures are properly adhered to.
• Track customer service KPIs and metrics, ensuring that customer service standards are met.
• Assist with preparation and implementation of aftersales activities and promotions.
• Provide analytical and strategic insights regarding customer needs to improve the business.
• Assist with and prepare for monthly meetings pertaining to customer service and aftersales.
• Manage and monitor recall campaigns.

Requirements:

• Proven customer service experience.
• Positive attitude.
• Great interpersonal and communication skills (written and verbal).
• Task-oriented and driven to achieve results.
• Proficient in spoken and written English and Mandarin to handle the Chinese-speaking market.
• Prior experience in auto insurance claims will be an added advantage.
• Able to adapt to a fast-paced working environment and meet deadlines.