Automotive Customer Experience Executive / Case Management Executive

Key Responsibilities

• Handle inbound and outbound customer enquiries, feedback, and complaints via phone, email, WhatsApp, social media, and other communication channels.
• Provide clear, accurate, and professional explanations regarding customer concerns, warranty coverage, service processes, and related automotive matters.
• Maintain professional, empathetic, and solution-oriented communication with customers at all times.
• Manage escalated cases, including service-related concerns, dissatisfaction cases, and critical customer issues, ensuring timely and effective resolution.
• Record, monitor, track, and update customer cases accurately within the CRM system in accordance with company standards.
• Conduct first-level case investigation by gathering relevant information, identifying root causes, and recommending appropriate resolutions.
• Coordinate closely with dealers, service advisors, technical teams, and other relevant stakeholders to obtain updates, technical findings, and case resolutions.
• Follow up proactively with customers until full case closure and ensure customer acknowledgement of the resolution provided.
• Liaise with service centres to verify service appointments, repair progress, technical diagnoses, and repair outcomes.
• Assist in arranging vehicle inspections, test drives, technical assessments, and goodwill considerations where applicable.
• Ensure all cases are handled within established service standards, turnaround times, and escalation procedures.
• Support urgent and sensitive cases, including vehicle breakdowns, dispute escalations, and tribunal-related matters when required.

Job Requirements

• Minimum Diploma or Bachelor's Degree in any discipline; candidates with an Automotive-related qualification will have an added advantage.
• Minimum 1–3 years of relevant working experience in Customer Service, Contact Centre, Automotive Customer Support, Aftersales Support, Service Advisory, or Case Management.
• Strong verbal and written communication skills with the ability to communicate professionally across all levels.
• Fluency in English and Bahasa Malaysia is required; proficiency in Mandarin will be an added advantage.
• Ability to handle difficult customers, complaints, and escalated situations with professionalism, patience, and empathy.
• Ability to explain technical automotive issues in simple and customer-friendly language.
• Good understanding of automotive systems, including engines, transmission systems, and basic EV/Hybrid vehicle technology.
• Familiarity with common automotive concerns such as warning indicators, battery issues, wheel alignment, noise complaints, and general vehicle performance issues.
• Knowledge of warranty policies, roadside assistance (RSA), towing coordination, and aftersales service processes is preferred.
• Strong analytical and investigative skills with the ability to identify root causes and recommend practical solutions.
• Demonstrated ability to take ownership of cases from initiation through to closure.
• Ability to work under pressure and manage urgent, complex, or high-priority customer cases effectively.
• Proficiency in CRM systems, Microsoft Office applications, and case documentation.

Salary: RM 3000
Working Hours: Monday - Friday 8.30 a.m. - 5.30 p.m.
Once in month OT needed (WFH)