Job Summary:
The Aftersales Customer Service Representative is responsible for providing exceptional customer support post-purchase, ensuring customer satisfaction, and maintaining long-term relationships. This role involves handling customer inquiries, coordinating service requests, resolving complaints, and ensuring a seamless aftersales experience. The ideal candidate should possess strong communication skills, a customer-centric attitude, and a thorough understanding of automobile aftersales processes.
Key Responsibilities:
Customer Support & Service Coordination
Serve as the primary contact for customers seeking aftersales support, including vehicle servicing, repairs, and maintenance.
Handle customer inquiries, complaints, and service requests promptly and professionally.
Schedule service appointments and ensure timely follow-up on all customer requests.
Coordinate with the workshop, parts department, and service advisors to deliver efficient aftersales services.
Inform customers about service timelines, costs, and any additional work required.
Customer Relationship Management
Maintain accurate records of customer interactions, service history, and feedback.
Build and maintain strong relationships with customers to enhance loyalty and repeat business.
Conduct follow-up calls post-service to ensure customer satisfaction and address any unresolved issues.
Assist in implementing customer retention programs and loyalty initiatives.
Documentation & Reporting
Ensure accurate documentation of service requests, invoices, and customer records.
Prepare and submit regular reports on customer feedback, service quality, and complaint resolution.
Ensure compliance with company policies and industry standards in handling customer data.
Quality Assurance & Process Improvement
Monitor the quality of aftersales services and identify areas for improvement.
Collaborate with the aftersales team to enhance service delivery and customer experience.
Provide insights and suggestions to improve customer service processes.
Requirements
Bachelor’s degree or diploma in Business Administration, or a related field.
2+ years of experience in customer service, preferably within the automobile industry’s aftersales department.
Strong communication and interpersonal skills with a customer-first mindset.
Excellent problem-solving abilities and attention to detail.
Ability to manage multiple tasks and work under pressure.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and customer management systems.
Knowledge of automobile aftersales processes, including servicing and parts management.
Ability to maintain professionalism and confidentiality while handling sensitive information.
Benefits
Competitive Salary
13th Month Allowance
Leave Allowance
Monthly Performance Bonus
Retirement Savings
Robust Medical Coverage
Daily Lunch
Employee Car Ownership Scheme
Learning & Development Budget
Group Life Insurance
Paid Time Off
Opportunity to work in a fast-paced and dynamic environment
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