Customer Care Consultant (Onsite)

MVP Asia Pacific Inc. is a leading outsourcing company located in the Clark Freeport Zone, Pampanga, Philippines. We were founded with the mission to connect highly skilled offshore professionals with businesses of all sizes across the globe—helping our clients scale with speed and excellence.

At MVP, we foster a culture of professionalism, innovation, and collaboration. Our people enjoy a supportive, growth-driven environment with opportunities for continuous learning, career development and work-life balance.

If you're driven, passionate about learning, and ready to make an impact, we'd love for you to join our growing team of MVPs!

Customer Care Consultant (Onsite)

Job Description:

• Customer Contact Management:
• Maintain high-quality accessibility and professional customer engagement across inbound channels.
• Service Booking Coordination:
• Facilitate efficient and accurate scheduling of service bookings across Toyota, Lexus, and alternative service offerings.
• Loan Vehicle Coordination:
• Manage allocation of loan vehicles in line with agreed availability limits and scheduling requirements.
• Customer Enquiry Management:
• Ensure customer enquiries are effectively resolved or directed to appropriate stakeholders.
• Quoting Support:
• Provide timely and commercially accurate responses to customer quote requests.
• Warranty Support:
• Facilitate efficient handling and progression of warranty-related enquiries.
• Ancillary Service Promotion (e.g. Rust Inspections):
• Maximise uptake of applicable services where relevant to customer needs.
• Service Capacity Optimisation:
• Support effective utilisation of workshop capacity through alternative service offerings (e.g. Night Service).
• Customer Follow-Up (TSA PSFU):
• Support post-service engagement to enhance satisfaction and early issue resolution.
• Retention Program Execution:
• Contribute to customer retention and repeat service bookings using provided data sources.
• Strengthen ongoing engagement and retention for the customers.
• Proactive Booking Activities:
• Convert pending service opportunities into confirmed bookings.
• Complaint & Escalation Management:
• Ensure customer concerns are identified, escalated and resolved efficiently.

Qualifications:

• Proven customer service or contact centre experience.
• Experience working in the dealership or automotive industry.
• Experience in service booking or appointment scheduling.
• Sales or upselling experience for ancillary services.
• Proficiency in CRM or dealership management systems.
• Strong organisational and time management skills.
• Ability to maintain professionalism and empathy when handling escalations.
• Strong verbal and written communication skills.