Customer Service Officer (Contract)

SD Guthrie Berhad

Central, LA

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

Apply

Vacancy posted more than 2 months ago

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