Service Executive (Executive, Customer Service Operations)

A) EXECUTIVE, CUSTOMER SERVICE OPERATIONS

Key Responsibilities:

1. Workshop Performance Management
Responsible for achieving targeted workshop productivity, efficiency, and labour sales through effective monitoring and utilization of the 3-in-1 system as a key management tool.

2. Customer Request Fulfillment
Ensure all customer requests are duly attended to and completed, with proper handover of vehicles to the Service Advisor, maintaining high service quality standards.

3. Policy & Compliance Adherence
Enforce strict compliance with company policies and procedures related to warranty jobs, cash handling, and credit card transactions to ensure operational integrity.

4. Technical Documentation & Campaigns
Ensure accurate and timely submission of technical reports, special service campaign documents, and participation in the Fix-It-Right programs in line with distributor requirements.

5. Daily Workshop Operations Oversight
Monitor and manage the day-to-day operations to ensure smooth workflow, job assignment, and optimal technician utilization.

6. Standard Operating Procedure (SOP) Compliance
Uphold and implement SOPs across all areas of operation to maintain consistent quality and service delivery.

7. Marketing Strategy & Spotter Network Expansion
Develop and execute local marketing initiatives and actively grow the spotter network to drive business growth and achieve monthly targets.

8. WIP & Appointment Management
Utilize the 3-in-1 system effectively to track Work-in-Progress (WIP), parts back orders, customer follow-ups, service appointments, and reminders to optimize workshop performance.

9. Cross-functional Coordination
Maintain efficient communication and coordination with internal departments (e.g., Parts, Frontline) and external suppliers to resolve operational or administrative matters promptly.

10.  Undertake Ad-Hoc Duties as Assigned

Undertake any other assignments as required and perform additional duties assigned by superiors when necessary.

Qualifications for Executive, Customer Service Operations

1-     Bachelor’s Degree in Automotive/Marketing/Mass Communication/Business Administration or equivalent.

2-     Must be hands on, detail oriented and dedicated.

3-     Good understanding of customer segmentation and demographics.

4-     Ability to interact with all levels of people to address arising issues.

5-     Fluent written and spoken in English & Bahasa Melayu.

6-     Dynamic interpersonal skills with ability to manage the team.

7-     Responsible, meticulous and possess good working attitude.

8-     Has own initiative and able to work independently and under pressure.

9-     Computer literacy with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).