Customers Relations Manager

JOB SUMMARY

• Responsible for all (MCI) customer complaints.
• Ensure rapid completion and closure of MCI complaints.
• Provide periodic reports related to MCI and customer complaints.

• Follow up on MCI customer complaints and submit periodic reports.
• Ensure locations respond with quality and effectiveness within a specified time.
• Close complaints in the CRM system after resolving with concerned parties.
• Provide the company with immediate updates on MCI regulations.
• Ensure implementation of MCI regulations and updated laws in all company locations through periodic visits in coordination with company management (Head Office).
• Represent the company at MCI and support company representatives with required assistance and instructions.
• Cooperate with legal affairs by submitting all referred customer complaint documents without interfering in legal procedures such as investigation, judicial representation, etc.
• Submit analytical reports on MCI customer complaints to management.
• Submit product recall announcements.
• Submit monthly achievement percentage reports related to summons to concerned parties.
• Provide concerned departments with required statements of customer complaints through MCI e-services within a specific timeframe.
• Provide concerned authorities with escalation and communication reports to branches via email.
• Train and guide Complaints Coordinators.

• University degree in automotive engineering or equivalent.
• Minimum five years of experience in administrative fields.
• Proficiency in computer use, databases, and analysis tools.
• Strong communication skills with internal and external departments.
• Proficiency in writing and explaining issues related to the Ministry of Commerce and Investment.
• Ability to prepare necessary reply notes and letters for complaints received from the Ministry of Commerce and Investment.