Customer Service Representative

• Act as the primary point of contact for customers, addressing inquiries with a comprehensive understanding of products and services.
• Resolve customer issues swiftly by utilizing problem-solving skills and ensuring follow-up for complete satisfaction.
• Document customer interactions meticulously in the CRM system to maintain accurate records and improve service efficiency.
• Educate customers on product features and benefits, enhancing their experience and encouraging brand loyalty.
• Receive customers who visit the garage for vehicle repair, maintenance, inspection, or spare parts.
• Understand and record customer complaints, vehicle problems, and service requirements.
• Communicate clearly with customers regarding repair procedures, estimated costs, and expected completion times.
• Handle customer inquiries through phone calls, WhatsApp, email, and other communication channels.
• Prepare and maintain customer service/job cards.
• Record vehicle details, customer information, mileage, complaints, and requested services.
• Coordinate with technicians regarding vehicle inspection and repair requirements.
• Follow up with technicians to obtain updates on vehicle repair progress.
• Inform customers about additional repairs or parts required after inspection, subject to management/customer approval.
• Coordinate vehicle delivery and collection with customers.
• Prepare service quotations based on information provided by the technician or service manager.
• Explain quotations and estimated repair costs to customers.
• Obtain customer approval before proceeding with additional work.
• Ensure approved and rejected repair items are properly recorded.
• Coordinate with the purchasing/store department regarding required spare parts.
• Regularly update customers regarding the status of their vehicles.
• Inform customers when their vehicle is ready for collection.
• Follow up with customers after service to confirm satisfaction.
• Handle customer complaints professionally and report serious issues to management.
• Maintain good relationships with existing and potential customers.
• Maintain accurate customer records and vehicle history.
• Ensure job cards are complete and properly filed.
• Record customer approvals, service details, and delivery information.
• Coordinate with the cashier/accountant regarding invoices and payment status.
• Maintain confidentiality of customer and company information
• Ensure customers receive professional and friendly service.
• Respond promptly to customer concerns.
• Resolve routine customer issues within company policies and authority.
• Escalate unresolved complaints to the Admin, Service Manager, or Management.
• Collect customer feedback and communicate suggestions for improving service quality.
• Coordinate with technicians, service advisors, storekeepers, purchasing officers, cashier, and accountant.
• Ensure smooth communication between customers and the workshop team.
• Coordinate availability of spare parts required for customer vehicles.
• Assist management in maintaining efficient workshop operations.
• Maintain a professional appearance and positive attitude.
• Follow company rules, policies, and procedures.
• Protect company property, customer vehicles, documents, and information.
• Assist in achieving customer service and sales targets.
• Perform other reasonable duties assigned by management.

Desired Candidate Profile

• A minimum of a high school diploma or equivalent; additional certifications in customer service are a plus.
• 1-3 years of experience in a customer service role, preferably within the same field.
• Proficiency in English is mandatory; knowledge of additional languages is highly valued.
• Strong technical skills with experience in CRM software and other relevant tools to streamline customer interactions.