Duties and Responsibilities

Provide phone support for customers with their enquiries, requests, and/or complaints and to provide maximum customers’ satisfaction and service excellence.

Handle inbound calls and assist customers to make service appointments via e-booking system.

Conduct outbound calls and make appointment booking for customers to visit the service center for follow-up cases.

Communicate politely and timely with customers on their enquiries, requests and/or complaints via phone channels and convert each engagement into a positive customer experience.

Maintain accurate and timely records of correspondence or discussions with the customers in various systems/databases to assist with future contact/follow-up, or process-order.

Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.

Maintain security of customers’ account information by adhering to the Privacy Act.

Conduct follow-ups call on no-show booking customers to fix another appointment booking date.

Assist in answering all telephone calls within 3 rings in a courteous and pleasant tone and voice with appropriate greeting, salutation where appropriate, announcement of company name and personal name.

Do cross-training and coordinate closely with peers to ensure smooth operation of the centre.

Liaise with the Service Advisor on day-to-day duties on opening and closing of job cards, collection of payment and ensuring balance of cash/NETs/Visa collection at the end of the day.

Perform office administration duties such as filing, sorting of documents, photocopying and recording.

Attend to customer needs professionally and ensure customer care and satisfaction is within our CSI standard. Ensure SSS is done on the same day.

Deliver quality services timely by working with all relevant parties.

Abide by company’s policies and optimize all resources.

Seek Management support to resolve difficult cases.

Weekly meeting with the service manager for feedback, service gaps and process improvement.

Work with all relevant parties to address difficult customers’ grievances and product issues without compromising the company’s interest.

Work closely with Technical Support to obtain approval on customer issues.

Must achieve Upselling target.

Communicate with workshop on technical issues.

Communicate with Eurokars Leasing on loan cars.

Any adhoc tasks assigned by superior.

Requirements:

Service advisor experience in automotive industry is preferred

Good in upselling

Must have Class 3 driving licence

A team player

Technical knowledge in automotive

NESS qualified