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Customer Service Consultant

2 weeks ago

Klang, Selangor, Malaysia Cycle & Carriage Bintang Berhad Full time 40,000 - 60,000 per year
JOB RESPONSIBILITIES:

Customer Handling:

  • Greet customers professionally and understand their service or repair needs.
  • Record customer complaints accurately and ensure clear communication to the technical team.
  • Provide repair estimates, service recommendations, and obtain customer approval prior to job commencement.

Service Coordination:

  • Coordinate with technicians to ensure timely and accurate diagnosis, repair, and maintenance of electric vehicles (EVs).
  • Monitor the progress of each vehicle and update customers on job status.
  • Verify that all service work is completed according to manufacturer standards before delivery.

Quality & Documentation:

  • Ensure all job cards, invoices, and service reports are completed accurately and on time.
  • Conduct vehicle final inspection with the customer to confirm satisfaction.
  • Ensure compliance with EV safety protocols, service SOPs, and environmental regulations.

Customer Retention & Feedback:

  • Follow up with customers post-service to ensure satisfaction and address any concerns.
  • Promote service packages, warranty programs, and periodic maintenance schedules.
  • Maintain good customer relationships to enhance retention and brand loyalty.

Administrative & Reporting:

  • Maintain accurate records of service history, parts usage, and customer interactions in the system.
  • Provide regular updates and feedback to the Service Manager regarding service performance, customer satisfaction, and technical issues.
JOB REQUIREMENTS :
  • Education:

    Certificate, Diploma, or Degree in Mechanical / Automotive Engineering or equivalent.
  • Experience:

    Minimum 1–2 years of experience as a Service Advisor, preferably within an EV or continental automotive brand.
  • Skills & Competencies:
  • Strong communication and interpersonal skills in English and Bahasa Malaysia (Mandarin is an added advantage).
  • Excellent customer service orientation and problem-solving ability.
  • Basic technical knowledge of electric vehicle systems and high-voltage safety awareness.
  • Proficient in using Dealer Management Systems (DMS) and Microsoft Office applications.
  • Able to work in a fast-paced environment with attention to detail.