Job Summary
The Customer Service Representative (CSR) plays a critical role in delivering an exceptional customer experience by providing prompt, professional, and efficient service to all clients. The CSR will handle inquiries, service bookings, complaints, and after-sales support related to automotive services, new vehicle delivery, and repairs.
Job Responsibilities
- Greet and assist customers in a friendly and professional manner.
- Respond to customer inquiries via phone, email, or in person regarding service appointments, repair status, warranty information, and general automotive services.
- Schedule and coordinate service appointments, ensuring optimal workshop utilization.
- Liaise with service advisors and workshop personnel to provide accurate updates to customers regarding vehicle status.
- Notify customers about service delays, changes, or required approvals for additional repairs.
- Ensure all customer concerns are logged and addressed promptly.
- Address customer complaints with a positive attitude and follow through until resolution.
- Escalate unresolved issues to the Customer Service Supervisor or relevant department for prompt action.
- Maintain records of customer interactions, feedback, and issues.
Candidate Requirements
- Bachelor’s degree or diploma in Business Administration, Automotive, or related field.
- Minimum 2 years of experience in a customer service role, preferably in the automotive industry.
- Knowledge of automotive service processes and terminology is an advantage.
- Familiarity with CRM systems or Dealer Management Systems (e.g., AutoLine, Kerridge) is preferred.
- Strong communication and interpersonal skills.
- Customer-oriented mindset with a positive attitude.
