Be a part of the
Volkswagen Passenger Cars Malaysia team
Are you seeking a new challenge in a dynamic and diverse work environment with opportunities for professional and personal growth? Look no further, cause Volkswagen Passenger Cars Malaysia (VPCM) is the right place for the next step of your career!
VPCM is the official distributor of Volkswagen cars in Malaysia, with long-term business aspirations in the region. VPCM's primary focus is on sales strategies through future products, strengthening the Volkswagen dealer network, and service availability.
As we continue to thrive in the market, we recognise that our greatest asset is our talented team. Join us at VPCM and let's pioneer the future of mobility together.
Explore our current job openings and apply today!
Available Vacancies
Executive / Senior Executive Customer Care
Location: Kuala Lumpur
Vacancy: Immediate
Job Description
1. Customer Support
- Respond promptly and professionally to customer inquiries via phone, email or other communications channels.
- Provide accurate information about products, services and company policies.
- Investigate and resolve customers complaints, concerns or issues related to products and services.
- Collaborate with other departments to ensure timely resolution of customer problems.
2. Product Knowledge
- Stay informed about the company products, sales, and aftersales campaigns and promotions
- Guide customer through the proper channels regarding products, pricing, and specifications.
3. Feedback Collection
- Gather customer feedback and insights to identify areas for improvement.
- Relay feedback to relevant departments to enhance products and services.
4. Retention Programs
- Implement and promote customer retention programs to increase loyalty and satisfaction.
- Monitor and track Dealer Key Performance Indicators (KPIs) to ensure alignment with customer retention goals.
5. Loyalty Apps Management
- Facilitate the use of the brand loyalty apps, ensuring its effective use as a tool for customer engagement and retention.
- Working closely with Dealers to promote the download and usage of the app and its features.
- Respond and assist customer enquiries submitted via the app.
- Collaborate with the marketing and IT team to enhance app features, usability and overall user experience.
- Monitor app analytics to assess customer engagement and identify opportunities for improvement.
6. Documentation and Reporting
- Maintain accurate and detailed records of customer interactions and feedback.
- Utilize customer data to identify trends and opportunities for retention.
- Document and track Dealer KPOs related to customer retention programs.
- Prepare reports for third-party collaborations and support such as roadside assistance.
- Conduct monthly database maintenance to ensure data accuracy and integrity.
Job Requirements
- Bachelor's Degree in business, communications or a related field.
- Previous experience in customer service and preferable in automotive industry.
- Knowledge of automotive products, parts, and industry trends is an advantage.
- Excellent verbal and written in English.
- Strong analytical and problem-solving skills to address customer issues effectively.
- Ability to collaborate with cross-functional team to achieve common goals.