Customer Service Officer
Job Summary
The Customer Service Officer will provide frontline support for calls and walk-ins while managing service scheduling for technicians. The role involves processing service fees, tracking payments, and maintaining detailed service records and reports. Additionally, you will advise customers on products and ensure high service standards are met in the showroom environment.
Responsibilities
- Provide customer support and product promotion
- Schedule technician service and repair appointments
- Manage billing, payments, and service records
- Prepare Quality Claims Reports (QCR)
- Maintain showroom standards and customer satisfaction
Required Skills
- Minimum NITEC qualification
- 1-2 years customer service or call centre experience
- Strong interpersonal and communication skills
Job Details
Position Title: Customer Service Officer (Call Centre)
Working Hours: 5 days (Mon – Fri, 830am – 530pm)
Key Responsibilities:
- Provide excellent customer support for calls and walk-ins, promoting products and spare parts.
- Schedule daily services and repairs for technicians.
- Collect service fees, track unpaid bills, and follow up on payments.
- Update service records with customer service systems and prepare Quality Claims Reports (QCR).
- Monitor parts and products under QCR until the replacement part arrives.
- Follow up with Quality Assurance (QA) on any service-related quality issues.
- Organize Customer Service Department files and records.
- Maintain showroom neatness and a cozy atmosphere.
- Advise customers on product ranges, service fees, and promotions.
- Maintain high service standards and achieve set Key Performance Indicators (KPIs).
Requirements:
- Minimum NITEC in any field or equivalent.
- 1-2 years of experience in customer service or a call centre.
- Good interpersonal and communication skills.