Job SummaryWe are seeking a highly motivated and customer-focused individual with automotive industry experience and proficiency in Mandarin to join our team as a Customer Relations Executive. The ideal candidate will be responsible for building strong relationships with customers, addressing their inquiries and concerns, and providing exceptional service to enhance their overall experience with our automotive products and services.
Job Responsibilities:- Customer Interaction: Serve as the primary point of contact for customers, both pre-sale and post-sale, via various communication channels including phone, email, and in-person interactions. Engage with customers in a professional and courteous manner, actively listening to their needs, and providing timely assistance and support in Mandarin when required.
- Inquiry Handling: Respond promptly to customer inquiries, complaints, and feedback regarding automotive products, services, pricing, availability, and delivery timelines. Provide accurate information, resolve issues effectively, and escalate complex cases to the appropriate departments or management as needed.
- Order Processing: Assist customers with placing orders, processing payments, and coordinating product deliveries or service appointments. Ensure accuracy in order details, pricing, and specifications, and follow up with customers to confirm order status and satisfaction.
- Product Knowledge: Develop a comprehensive understanding of our automotive products, features, specifications, and pricing options. Stay updated on industry trends, new vehicle models, and promotional offers to effectively communicate product benefits and assist customers in making informed purchasing decisions.
- Complaint Resolution: Investigate customer complaints or service issues, identify root causes, and propose appropriate solutions or corrective actions to address customer concerns. Document all interactions and resolutions in the customer relationship management (CRM) system to track trends and ensure accountability.
- Customer Retention: Proactively engage with existing customers to foster long-term relationships and loyalty. Follow up on recent purchases, service visits, or inquiries to ensure customer satisfaction, solicit feedback, and promote additional products or services based on their needs and preferences.
- Cross-functional Collaboration: Collaborate closely with sales, service, and technical support teams to facilitate seamless customer experiences. Communicate customer feedback, preferences, and trends to relevant departments to inform product development, marketing strategies, and process improvements.
Qualifications:- Bachelor's degree or equivalent in Business Administration, Marketing, Communications, or related field.
- Minimum of 1 - 2 years of experience in customer service or customer relations, preferably in the automotive industry.
- Proficiency in Mandarin and English languages, both written and verbal, is required to liase with China customer.
- Strong interpersonal skills with the ability to build rapport and communicate effectively with diverse customer demographics.
- Excellent problem-solving skills and the ability to handle challenging situations with diplomacy and empathy.
- Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
