Customer Service Representative
Job Summary
The Customer Service Representative serves as the primary point of contact for customers, handling inquiries, service appointments, and complaints. The role ensures a seamless customer experience throughout the vehicle ownership journey by coordinating with internal departments. Responsibilities include maintaining customer records, conducting satisfaction surveys, and providing professional support to ensure long-term customer retention.
Responsibilities
- Handle customer inquiries via multiple channels
- Coordinate service appointments and repair updates
- Manage customer complaints and escalations
- Maintain customer records and generate service reports
- Conduct customer satisfaction surveys
Required Skills
- Customer service experience (Automotive preferred)
- Excellent communication and interpersonal skills
- Strong problem-solving and conflict-resolution
- Proficiency in Microsoft Office
- Fluency in English and Filipino; Mandarin is a plus
Job Details
Duties and Responsibilities:
Customer Assistance
- Respond to customer inquiries through phone calls, emails, social media, and walk-in transactions, while ensuring smooth showroom operations and customer flow at all times.
- Assist customers regarding vehicle information, service appointments, warranty concerns, and other after-sales concerns.
- Provide accurate information about company products, services, and promotions.
Appointment and Coordination
- Schedule service appointments and coordinate with the Aftersales Department.
- Follow up pending customer concerns and repair status updates.
- Coordinate with Sales and Aftersales departments to ensure timely resolution of concerns.
Complaint Handling
- Receive and document customer complaints and concerns.
- Escalate unresolved or critical concerns to the immediate supervisor or department head.
- Ensure proper resolution and customer feedback monitoring.
Customer Relations
- Maintain professional and positive communication with customers at all times.
- Conduct Customer Satisfaction Surveys with clients to gather feedback and ensure quality customer service.
- Conduct customer satisfaction follow-ups after vehicle release or service completion.
- Build and maintain good customer relationships to promote customer retention.
Documentation and Reporting
- Prepare and maintain customer records, inquiry logs, test drive count statistics and service reports.
- Update customer databases and monitoring files accurately.
- Submit daily and monthly customer service reports when required.
Administrative Support
- Assist in showroom reception and customer accommodation.
- Support company events, promotions, and customer engagement activities.
- Perform other related tasks assigned by management.
Qualifications:
- Bachelor’s Degree in Business Administration, Marketing, Communication, or any related course.
- With experience in customer service, preferably in the automotive industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution skills.
- Proficient in Microsoft Office applications.
- Customer-oriented and able to work under pressure.
- Willing to work on weekends and holidays if required.
Preferred Qualifications:
- Experience in dealership operations or after-sales service.
- Knowledge in customer handling procedures.
- Can speak English and Filipino fluently; Mandarin is an advantage.