Customer Service Representative

This role requires excellent communication skills, a good understanding of automotive products and services, and the ability to multitask efficiently in a dynamic environment. Your efforts will contribute to customer satisfaction, loyalty, and the overall success of the dealership.

• Represent the company by maintaining clear communication regarding customer concerns, service schedules, vehicle servicing, LTO registration, warranties, PMS reminders, and customer obligations.
• Greet customers warmly, listen to their concerns, and inform them about service schedules, availability, and necessary procedures.
• Conduct follow-up calls or texts to customers 3 days after vehicle release to ensure satisfaction and address any concerns.
• Remind clients about upcoming PMS intervals (every 6 months or 10,000 km) and record feedback post-call, addressing issues as needed.
• Log daily Work Requests (URs) into the service database, maintaining accurate records of all units with complete vehicle and customer details, including updated contact information for future marketing and follow-up.
• Monitor and endorse customer concerns to the MIPI department, ensuring issues are addressed and feedback is provided.
• Record and monitor daily appointment schedules and URs, balancing workload between general jobs and PMS servicing.
• Ensure all BN units are properly documented with the delivery checklist from PDI, verifying customer details and securing signatures before conducting service orientation on insurance, LTO, warranty, and customer responsibilities. Obtain client acknowledgment and confirmation.
• Process and submit daily reports to MIPI, including UR monitoring, PMS and general job counts, warranty claims, and body repair activities.
• Monitor the appointment system to identify walk-in and scheduled clients, managing schedules to optimize service flow.
• Maintain the Welcome Board and oversee daily workload to ensure efficient service delivery.
• Play an active role in meeting targets and deadlines set by management.
• Perform any additional tasks assigned by management to support dealership operations and enhance customer service quality.

• College degree preferred.
• Proven experience in customer service, preferably in the automotive industry.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Basic knowledge of automotive products, services, and dealership processes.
• Ability to work efficiently under pressure and meet deadlines.
• Proficient in using computer systems, MS Office, and appointment scheduling tools.
• Friendly, professional demeanor, with a customer-focused attitude.