Customer Service Officer (Contract)

Company :

Performance Motors Limited

Job Description

• •Greet and meet every customers in the most friendly manner
• •Handle calls at all times and charge (wrap up code) accordingly if any
• •Act as first point of telephone contact for customer support requests
• •Obtain precise customer personal particulars, vehicle registration, car ownership (raise change management form for amendment / update)
• •Check for support agreement / warranty validity per local guideline.
• •Ensure all inbound/ outbound calls, including customer compliments and complaints logged in CRM system are defined
• •Log complete and accurate data within the call logging tool (CRM) and booking appointment (date/time) for all 3 service centres & ensure mobility service are offered to customer at all time
• •Provide technical call screening and assign call to the appropriate delivery method (CSA) and payment type
• •Optimise available workshop capacities by effectively assigning work/ cars to each service centres
• •Provide customer with call number for follow-up and set customer expectations on the next steps in the service delivery process
• •Provide best effort general advice to customer in a timely and professional manner
• •Assist in special product campaign or promotions
• •Arrange for airport service, pickup and delivery for customers
• •Assist schedule customers for professional car care services
• •To ensure daily service level achievement, monitor customer’s waiting time, look out for body language etc.
• •Assist in generating daily, weekly and monthly reports as and when required
• •Hand over vehicle to customers with basic work explanation.

Job Requirements

• •Minimum ‘O’ Levels
• •Able to work under pressure and fast-pace environment
• •Minimum 2 years in Customer Service industry
• •2 years in Call Centre support
• •Good Customer Service skill
• •Good Communication skill