Customer Service Admin Executive
Job Summary
The Customer Service & Administration Executive provides essential administrative support and customer service within the service center. This role focuses on managing inquiries, scheduling service appointments, and maintaining accurate records to ensure smooth daily operations. The position plays a key part in delivering exceptional customer satisfaction through effective coordination and professional communication.
Responsibilities
- Manage customer inquiries and communication
- Coordinate vehicle service appointments
- Process service orders and documentation
- Maintain service records and databases
- Ensure service center facility presentation
Required Skills
- Customer service excellence
- Administrative coordination
- Microsoft Office proficiency
- Strong communication skills
- Problem-solving abilities
Job Details
Key Responsibilities
- Welcome customers and visitors in a professional and friendly manner.
- Handle incoming calls, emails, and customer inquiries promptly and professionally.
- Schedule and coordinate vehicle service appointments with customers and workshop staff.
- Prepare and process service orders, quotations, invoices, and related documentation.
- Maintain accurate customer, vehicle, and service records in the company database.
- Follow up with customers regarding service status, completed repairs, and customer feedback.
- Resolve customer concerns and complaints efficiently while ensuring customer satisfaction.
- Support warranty claims processing and other service-related administrative tasks.
- Coordinate communication between customers, service advisors, technicians, and management.
- Assist with filing, data entry, report preparation, and general office administration.
- Maintain and update customer information and service history records.
- Ensure compliance with company policies, procedures, and customer service standards.
- Maintain the cleanliness, organisation, and overall presentation of the customer lounge and reception area to provide a comfortable and welcoming environment.
- Monitor and replenish lounge amenities, refreshments, and reading materials as needed.
- Conduct regular inspections of the customer waiting area and coordinate with housekeeping or relevant personnel to ensure cleanliness and maintenance standards are met.
- Support ad hoc administrative duties and projects as assigned by management.
Requirements
- Diploma, Certificate, or equivalent qualification in Business Administration, Customer Service, or a related field.
- Previous experience in customer service, administration, or the automotive industry is preferred.
- Strong communication and interpersonal skills.
- Excellent organizational and multitasking abilities.
- Proficiency in Microsoft Office applications (Word, Excel, Outlook).
- Experience with CRM systems or dealership management software is an advantage.
- Ability to work independently and collaboratively in a fast-paced environment.
- Customer-oriented mindset with strong problem-solving skills.
- Professional appearance and positive attitude.