Customer Service Representative

Job Description

Roles & ResponsibilitiesAct 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 informationEnsure 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 ProfileA 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.

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