Documentation & Control: Act as project documentation controller, ensuring records are complete and up to date. Prepare and maintain local equipment documentation, drawings, and technical records. Ensure documentation complies with internal standards and audit requirements.
Condition Monitoring (CMS / CMT): Support occasional site visits for Condition Monitoring Service (CMS) and Condition Monitoring Testing (CMT). Assist service engineers during site activities where technical or documentation support is required.
Commercial: Creates standard quotation for project/service quotation as needed by the division
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Assist in policy persistency efforts by supporting policy conservation strategies and operational education programs. Participate in regular meetings with the agency force to monitor progress and address operational challenges.
Champion changes at the branch level by guiding staff transition from transactional roles to advisory roles. Provide coaching and mentoring to help staff become new business and healthcare ambassadors, enhancing customer engagement.
Monitor branch operations to identify opportunities for cost optimization and resource efficiency. Support expense tracking and process reviews to uncover productivity improvements.
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Participate and facilitate CRM activities to efficiently produce or contribute through continuous improvement, resolving inefficiencies in processes and cost optimization for the organization.
Maintain performance on CPM Team, providing dealers support service to markets in Asia/Pacific Region (APAC).
Support and assist PDC APAC Region on escalation Critical Parts cases to resolve (back)orders, reverse and return logistic related issues for all Mercedes-Benz business units.
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Overseeing all daily Order/backorder processing from customers.
Establishing and maintaining an STO process and implementing improvement measures where necessary.
Participate and facilitate CRM activities to efficiently produce or contribute through continuous improvement, resolving inefficiencies in processes and cost optimization for the organization.
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Website Lead Conversion: Oversee the website-generated funnel, ensuring customers are clearly educated on the CARSOME inspection process and flow.
Deal Negotiation: Take ownership of the negotiation process post-inspection to secure vehicle purchases and meet monthly procurement targets.
Proactive Follow-ups: Lead daily follow-up activities with pending customers to drive deal confirmation or encourage participation in bidding sessions.
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Customers: Ensure receipt of confirmation on the shipment details obtained from relevant suppliers, prior to shipment processing. Ensure notification of shipment milestones.
Check the Airfreight Import Job created in ROCS and ensure 100% compliance to the mandatory shipment requirements.
Check Mandatory Status Codes set in ROCS and ensure that the date and time are as per the actual event.
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Lead, mentor, and develop a high-performing team of customer care agents and team leaders, coaching them to achieve growth, profitability, and customer experience objectives whilst driving competence in customer centricity and omnichannel operations through tailored learning, commercial reviews, and addressing competence gaps.
Set and track KPIs to measure customer experience effectiveness across all touchpoints and channels, evaluating performance to maximise efficiency and ensure excellence throughout the year.
Enhancing the customer experience through innovation, technology, and optimized touchpoints, while collaborating with IKEA Retail functions to improve the customer journey using central solutions and initiatives.
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Eco-Shop Marketing Berhad is one of Malaysia’s fastest-growing retail chains for household and essential goods, proudly serving communities nationwide. With over8,900 dedicated employees, we are committed to delivering quality products at affordable prices while creating memorable shopping experiences for our customers. We believe in building a team that is as committed to our mission as we are and we invite you to be part of our journey.