Customer Service Assistant - Call Center

Job purpose
The job scope for this position is consist of Answer incoming calls from customers, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

• Ensure that all pending jobs are deployed efficiently and at the soonest.
• To always be aware of changes and re-deploy when necessary to maintain efficient chauffeur utilization.

Duties and responsibilities

Call Centre

• Receive inbound and outbound calls from DTS, MIE & Nissan including transfer calls from the appropriate department for current and potential customers.
• Place outbound calls, follow-up calls for Chauffeur jobs.
• Update, cancel or create booking for hotel.
• Book servicing appointment and send WhatsApp message to Service Advisor with regards to customer inquiry for Subaru calls.
• Assist Chauffeur for instruction coming from the booker.
• Monitor flights for arrival transfer
• Send email to Nissan Service Centre with regards to service booking request and other inquiries
• Ensure accuracy of daily reservations
• Proper dissemination of Chauffeur daily Job
• Any other assigned task by supervisor/manager

Deployment

• Overview of ALL accounts job requests.
• Assist Call Centre and provide solutions to telephone requests.
• Maintain full awareness of all jobs for all stations and render assistance when necessary.
• Maintain physical storekeeping of spare vehicle keys. Vehicle utilization is to be always recorded.
• Maintain physical storekeeping of spare Petrol & Diesel Cards. Card utilization is to be always recorded.
• Topping up amount is to be decided based on jobs. Any petrol card burst incident to be recorded and highlighted to Asst Manager.
• Maintain physical storekeeping of child / baby seat. Any utilization to be recorded.
• Maintain physical storekeeping of refrigerator and freezer. To get TEAM C&C for assistance and ensure that bottled water is topped up.
• To keep track of vehicle movements and maintain awareness of Chauffeurs whereabouts.
• Source for 3rd party vehicles when jobs (for all centers) in hand exceed available vehicles.
• Plan and arrange for spare vehicles to delegate to chauffeurs on job.
• Plan and arrange for replacement vehicle when Limo fleet vehicle goes for servicing.
• Assist chauffeurs to print out arrival welcome signage when necessary.

Requirements:

• Willingness to work beyond their working hours when required. (12 Hours Shifts Job, rotation of day,night, weekend and PH)
• Must possess a strong interpersonal skill and able to thrive in pressured or stressful situations.
• An excellent communication skill, both written and verbal will be an advantage.
• Good organizational, administrative skills and attention to detail
• The ability to work independently as well as a team player
• Job Scope requires continuously monitoring e-booking system and update the chauffeur for any booking changes. Monitor proper dissemination of chauffeur daily job.