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 Bachelors Degree in any discipline; candidates with an Automotive-related qualification will have an added advantage.
• Minimum 13 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)