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 te...