Customer Service Representative

Roles and Responsibilities

• Customer Inquiries and Issue Resolution:

  • Respond to customer inquiries via phone, email, live chat, or in-person, addressing questions about products, services, policies, or account details.
  • Resolve customer issues, complaints, or concerns promptly, ensuring a positive experience.
  • Provide accurate information and explain policies, procedures, and product details clearly to customers.

• Order Processing and Support:

  • Assist with order placement, cancellations, returns, and exchanges, ensuring the process is smooth and efficient.
  • Help customers track their orders, process payments, and provide updates on order status or delays.
  • Handle billing inquiries, payments, and account adjustments as necessary.

• Technical Assistance:

  • Provide basic troubleshooting or technical support for customers experiencing issues with products, services, or software.
  • If applicable, assist with product installations, service setups, or account setup.

• Documentation and Record-Keeping:

  • Document customer interactions, including inquiries, complaints, feedback, and resolutions, in the company’s CRM (Customer Relationship Management) system.
  • Keep accurate records of customer information, transactions, and service requests to ensure continuity and follow-up.

• Escalation and Follow-up:

  • When necessary, escalate complex issues to higher-level customer service agents, technical support, or management.
  • Follow up with customers to ensure their issues have been resolved and that they are satisfied with the service provided.

• Product and Service Knowledge:

  • Stay up-to-date on company products, services, and promotions in order to provide accurate and helpful information.
  • Continuously learn about changes in policies, products, or services to ensure the best customer experience.

• Customer Feedback Collection:

  • Gather customer feedback, suggestions, or complaints and report them to management for potential improvements.
  • Participate in surveys or quality assessments to help the company improve its customer service processes.

• Maintain Positive Customer Relationships:

  • Build rapport with customers, showing empathy and understanding when addressing concerns.
  • Ensure customer satisfaction by following up on complaints and ensuring resolutions are satisfactory.

• Compliance and Data Protection:

  • Ensure compliance with company policies, legal requirements, and industry regulations, especially related to customer privacy and data protection.
  • Handle sensitive customer information securely and ensure that all conversations are documented according to legal and company standards.

• Cross-Selling or Upselling (optional):

  • In certain roles, Customer Service Representatives may be asked to cross-sell or upsell additional services, upgrades, or products based on customer needs or preferences.

Desired Candidate Profile

• Ask questions and record customer requests without delay.
• Collect accurate symptoms of complaints from the customer for quick resolutions at workshop.
• Empathize and clarify customer requests.
• Check workshop situation and promise delivery time.
• Check and ensure accordance of invoice and work performed.
• Inform customer after work completion and agree on pick-up time.
• Provide clear explanation of the job done and invoice and guide to the cashier.
• Promote value-added services.
• Resolve customer concerns at the earliest time and ensure satisfaction.

Required Skills to Be Successful:

• Minimum of 3 to 5 years’ experience as a Service Advisor in an automotive dealership.
• Technical knowledge provides up-to-date technical information in response to customer inquiries.
• Excellent customer service, willing to go the extra mile.
• Strong English communication skills.

About The Team:
The role will report to the Service Manager and you will be working in a busy workshop environment wherein you will be dealing directly with Workshop Supervisor, Controller, Foreman & Technicians on a daily basis.

What Equips You For The Role:

• Diploma or Degree in Technical school / Certificate/ Diploma in Automobile / Mechanical Engineering.
• Minimum of 3 to 5 years’ experience in the automotive industry or similar role.
• A broad-based knowledge to service as a reliable consultant is essential for this role.