Aftersales Customer Service at CIG Motor Ltd

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