Customer Service Officer

Mon - Thurs 8:30 a.m. - 6 p.m.

Fri 8:30 a.m. - 5:30 p.m.

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