Role Overview

Join an established automotive dealership service center dedicated to deliver outstanding customer experiences. We are looking for a proactive, customer-centric Customer Service Executive / Service Receptionist to join our team in Kepong.

In this role, you will be the primary touchpoint for our dealership's service center—managing client interactions from booking and reception to post-service follow-up. If you thrive in a dynamic, face-to-face service environment and excel at building lasting customer trust, this role offers an ideal step forward in your career.

Key Responsibilities

1. Service Reception & Frontline Operations

Customer Reception: Warmly welcome walk-in customers and telephone callers with a professional and helpful approach.
Appointment Scheduling: Manage daily workshop booking slots based on technician throughput capacities and customer convenience.
Front-Office Coordination: Assist Service Advisors with customer check-ins, job sheet handovers, estimated repair completion updates, and billing processing upon vehicle pickup.
Payment Processing: Accurately process payments, issue official tax invoices, receipts, and maintain cashiering reconciliation in line with financial guidelines.

2. Customer Relationship Management (CRM) & Engagement

Database Management: Input and update accurate customer profiles, service records, and vehicle details within the dealership system.
Service Follow-ups & Reminders: Issue automated/manual service reminders to minimize no-shows and conduct post-service satisfaction calls to gather feedback.
Complaint Resolution: Manage customer feedback and service queries with empathy, escalating complex issues to Management for prompt resolution.
Value-Added Service Promotion: Identify cross-selling and upselling opportunities (e.g., service packages, detailing services, genuine accessories, and tire care options).

3. Administrative Support

Record Keeping: Maintain organized filing systems for service histories, job cards, claims, and daily workshop tracking logs.
Cross-Department Liaison: Coordinate closely with the spare parts department and workshop job controllers to ensure clear communication regarding vehicle readiness.
Marketing Support: Assist in executing seasonal service campaigns, promotional offers, and customer retention initiatives.

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