Customer Service Executive (Transportation, 0223 November 2024)

Job Title: Service Coordinator

Job Summary:

The Service Coordinator is responsible for overseeing and organizing pre-service, in-service, and post-service interactions with customers, ensuring a high standard of customer care and satisfaction. This role involves managing customer communications, coordinating workshop schedules, processing maintenance plans, and supporting administrative functions within the workshop.

Key Responsibilities:

Pre-Service Coordination

• Proactively reach out to customers to schedule service appointments, offer relevant repairs, and share current promotions.
• Create and manage customer call lists, maintain records of customer interactions, and document outcomes.
• Analyze maintenance plans and remote diagnostics, providing recommendations to customers as needed.
• Review and verify maintenance plans to ensure they align with customer needs.

Sales and Service Planning

• Engage with customers to understand their needs and recommend appropriate service solutions.
• Assess maintenance plans, troubleshooting where necessary, and advise customers on suitable maintenance actions.
• Prepare preliminary work orders, define work requirements, and schedule appointments for customer service visits.
• Coordinate with workshop staff to review work order details, ensuring clarity and resource allocation.

Workshop Scheduling and Resource Coordination

• Schedule and manage workshop time reservations and resource allocation for optimal efficiency.
• Coordinate with internal departments and external suppliers to arrange any additional work or third-party services.
• Participate in daily and weekly planning meetings to ensure smooth workshop operations.

Customer Care During Service

• Welcome and assist customers upon arrival, confirming service details and taking over the vehicle.
• Keep customers informed throughout the service process, communicating any changes or issues.
• Respond to customer inquiries, offering additional work or parts where appropriate.

Post-Service Customer Interaction

• Complete work orders and process necessary invoices, explaining completed work to the customer.
• Provide maintenance recommendations and assist customers with booking their next service appointment.
• Gather customer feedback to enhance long-term relationships and identify areas for improvement.

Administrative Support and Coordination

• Handle general administrative duties, including responding to inquiries, organizing documentation, and supporting clerical tasks.
• Prepare and manage allowances for technicians, maintain employee files, and manage workshop records.
• Ensure document safety and storage, assist with visitor inquiries, and maintain a clean reception area.
• Provide timely information on missed calls and messages to the appropriate staff.

Skills and Qualifications:

• Diploma or relevant experience in customer service, office administration, or service coordination.
• Strong communication skills with a customer-focused approach.
• Proficiency in scheduling, documentation, and workshop resource planning.
• Ability to work collaboratively across departments and handle multiple tasks effectively.
• Familiarity with vehicle maintenance, diagnostics, or workshop environments is a plus.

Educational Background: Diploma or degree in Business Administration, Office Management, Automotive Services, or a related field, with 2-3 years of experience in customer service, service coordination, or administrative support, ideally in a workshop or maintenance environment.

Customer Service Skills: Strong interpersonal and communication skills to engage effectively with customers, understand their needs, and build long-term relationships.

Technical Knowledge: Basic understanding of vehicle maintenance or diagnostics; proficiency in Microsoft Office and scheduling or CRM software is essential. Experience with service management systems or vehicle diagnostics software is an advantage.

Chan Chee Meng
EA 07C3069
R1110620