Assistant Manager, Customer Service - Puchong, Malaysia - Mercedes-Benz Services Malaysia Sdn Bhd

Mercedes-Benz Services Malaysia Sdn Bhd

Verified Company

Puchong, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

Aufgaben:

The job holder is responsible for:

To support overall customer service for Mercedes-Benz Finance & Leasing Business
Attend to customers' (salespersons, dealers, suppliers, endcustomers) enquiries
Timely provide high quality service and operation process to meet customers' expectation and continuously improve CSI result
Fulfill customers' expectation and needs, i.e. assist in enquiries for new loans, modification of accounts, problem solving relating to account management and customer's complaints; early termination requests etc.
Manage the matured accounts with outstanding overdue interest and monitor the waiver of overdue interests. Analyze and approve on refund of overpayment
Prepare documents relating to modification of agreement; partial termination and capital repayment
Attend to dealers, suppliers, salespeople enquiries
Process Automation and Digitalization
Ensure higher level of digitalization for better customer experience, Effective utilization of tools like RPA to automate Customer service process and process optimization.
Timely answer and deal with Customer's requirement from different channel:
Phone calls
Online text (Line app)
Email
Tickets from COS system
Customer contract mature & early termination request operation
Outbound call for mature contract
Provide quotation
Document procedure and mailing
Cash flow checking
Pure leasing car operation
Maintenance and insurance fee
Courtesy car management
Vehicle maintenance
Service vendor assignment, management, payment and auditing
Vehicle renew procedure
Internal / External communication
Communicate customer needs with relative department
Cooperate with brand partner and service center to deal with customer complaint

Qualifikationen:

Education
Degree holder, preferably in Finance, Accounting, Business or related discipline

Technical knowledge

Good knowledge in MS Office software like Word & Excel
Good spoken and written English. Conversant in Cantonese and local dialects
Good knowledge of Finance Contract Management ERP
Good knowledge of hire purchase terms and processes
Basic Auto Finance and Leasing Knowledge

Competencies

Good communication and interpersonal skills (ability to interact with all levels)
Ability to quickly adapt to new culture and environment and to work with other departments
Ability to multitask
Ability to handle stress
Ability to work in a team as well as be independent
Problemsolving skills
Attention to detail
Ability to meet deadlines
Tactful
Leadership skill
Work / Industry experience
Minimum 5 years of working experience
Minimum 3 years' experience for customer service center and operation in finance / banking industry