Service Executive
8 hours ago
Key Responsibilities:
1. Customer Service & 3-in-1 Utilization – Achieve service performance targets by effectively monitoring WIP, back orders, follow-ups, appointments, and reminders.
2. Vehicle Handover – Ensure proper handover of vehicles with all customer requests attended to as promised.
3. Policy & Compliance – Adhere strictly to company policies on warranty, cash/credit handling, and documentation.
4. Documentation & Reporting – Submit service campaigns, technical reports, and fix-it-right programs promptly and accurately.
5. Frontline Operations – Manage daily Service Advisor and Admin tasks to ensure smooth customer flow and service quality.
6. SOP Compliance – Ensure adherence to Toyota service SOPs for customer handling and admin operations.
7. Customer Retention & Marketing – Plan and execute engagement, promotions, and retention activities to achieve sales and service targets.
8. Customer Satisfaction Index (CSI) – Manage reception and service advisors to meet CSI targets through performance standards.
9. Internal & External Liaison – Coordinate effectively with internal departments and external suppliers.
10. Sales Achievement – Guide Service Advisors in achieving sales, throughput, upselling, and retention goals.
11. Administrative Management – Oversee appointments, records, service documentation, and reports.
12. Undertake Ad-Hoc Duties as Assigned - Undertake any other assignments as required and perform additional duties assigned by superiors when necessary.
Qualifications for Executive, Customer Service Operations
Bachelor's Degree in Marketing/Mass Communication/Business Administration or equivalent.
Must be hands on, detail oriented and dedicated.
Good understanding of customer segmentation and demographics.
Ability to interact with all levels of people to address arising issues.
Fluent written and spoken in English & Bahasa Melayu.
Dynamic interpersonal skills with ability to manage the team.
Responsible, meticulous and possess good working attitude.
Has own initiative and able to work independently and under pressure.
Computer literacy with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
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