Customer Service Representative

Job Summary

The Customer Service Representative (CSR) plays a critical role in delivering an exceptional customer experience by providing prompt, professional, and efficient service to all clients. The CSR will handle inquiries, service bookings, complaints, and after-sales support related to automotive services, new vehicle delivery, and repairs.

Job Responsibilities

• Greet and assist customers in a friendly and professional manner.

• Respond to customer inquiries via phone, email, or in person regarding service appointments, repair status, warranty information, and general automotive services.

• Schedule and coordinate service appointments, ensuring optimal workshop utilization.

• Liaise with service advisors and workshop personnel to provide accurate updates to customers regarding vehicle status.

• Notify customers about service delays, changes, or required approvals for additional repairs.

• Ensure all customer concerns are logged and addressed promptly.

• Address customer complaints with a positive attitude and follow through until resolution.

• Escalate unresolved issues to the Customer Service Supervisor or relevant department for prompt action.

• Maintain records of customer interactions, feedback, and issues. 

Candidate Requirements

• Bachelor’s degree or diploma in Business Administration, Automotive, or related field.

• Minimum 2 years of experience in a customer service role, preferably in the automotive industry.

• Knowledge of automotive service processes and terminology is an advantage.

• Familiarity with CRM systems or Dealer Management Systems (e.g., AutoLine, Kerridge) is preferred.

• Strong communication and interpersonal skills.

• Customer-oriented mindset with a positive attitude.