Customers Relations Manager

Job Summary

• Responsible for all customer complaints related to the Ministry of Commerce and Investment (MCI).
• Ensure timely completion and closure of MCI complaints.
• Prepare and submit periodic reports related to MCI and customer complaints.

• Follow up on customer complaints received through MCI and submit periodic reports.
• Ensure all company locations respond effectively and within the specified time.
• Close complaints in the CRM system after resolving them with concerned parties.
• Provide the company with immediate updates regarding MCI regulations.
• Ensure implementation of MCI regulations and updated laws across all company locations through periodic visits coordinated with head office management.
• Represent the company before MCI and provide required assistance, explanations, and instructions.
• Coordinate with Legal Affairs by submitting all complaint-related documents without interfering in legal procedures such as investigations or court representation.
• Submit analytical reports on MCI customer complaints to management.
• Submit product recall announcements when required.
• Prepare and submit monthly achievement percentage reports related to MCI summons.
• Provide concerned departments with required customer complaint statements through MCI e-services within the specified timeframe.
• Submit escalation and communication reports to concerned authorities and branches via email.
• Train and guide Complaints Coordinators.

• Bachelor’s degree in Automotive Engineering or equivalent.
• Minimum 5 years of administrative field experience.
• Proficiency in computer systems, databases, and data analysis.
• Strong communication skills with internal and external parties.
• Ability to write and explain issues related to the Ministry of Commerce and Investment.
• Ability to prepare official reply notes and letters for complaints received from MCI.