Mon - Thurs 8:30 a.m. - 6 p.m.
Fri 8:30 a.m. - 5:30 p.m.
Alternate Sat 8:30 a.m. - 12:30 p.m.
This role has to promptly & professionally attend to the customers when they walk into our service centres. He/She coordinates the front line operation, booking of appointment and provide general administrative support (Handle first level of complaints, assisting Service Advisor's & Call agents ensure cleanliness and smooth operation of the centre and any adhoc tasks assigned by the customer service Manager).
Job Scope
• Attend to the needs of the customer’s professionally and quickly such that the customer’s waiting time is kept to the minimum.
• To assist in completion of payment transaction according to agreed terms before releasing vehicle.
• Provide assistance and support to Service Advisor's/Call agents/Customer Service Executive
• Walkabout in service centres and observe cues from customers
• Speak to customers waiting at the service lounge and perform upselling whenever possible
• Assist with inbound/outbound calls and making appointment booking for customers to visit the service centre.
• Do a follow-up call on no-show booking customers to fix another appointment booking date.
• Assist to answer 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.
• Transfer the calls in a professional manner where the other party is being informed of the transfer and the extension that they are being transferred to.
• Record messages accurately from customers and follow-up with SAs to ensure that messages/ calls are replied.
• Assist in the daily operation of the reception.
• Assist with collation of intake reports.
• Assist Customer Service Executive in handling 1st level of complaint cases
• Assist with cashiering and document submission to finance and respective managers
• Handle non-booking walk in customers tactfully to uphold customer service level standards at all times.
• Any adhoc tasks assigned by customer service Manager
Knowledge & Skills
• Preferably Diploma Holders who specialized in Customer Service
• Minimum 3 years working experience in relevant customer service industry.
• Proactive and independent with positive attitude.
• Customer Oriented with good attitude and good team player
• Good interpersonal skills to communicate with internal stakeholders and customers
• Problem solving skills
