Job Title:

Customer Service Executive

Reporting To:

Customer Service Manager

Scope of Role:

The Customer Service Executive will manage and develop assigned customer accounts, ensuring that all customer enquiries and requests are addressed promptly and efficiently. This role acts as the primary point of contact for customers, requiring excellent communication and organisational skills. Additionally, the position involves close collaboration with internal teams to deliver high-quality customer service across all interactions..

Main Duties/Responsibilities

Manage and develop assigned customer accounts.
Provide customers with regular, accurate status reports.
Offer pricing and quotations for repairs, loans, exchanges, or sales of goods and services, collaborating with the customer services team as needed.
Work closely with other departments to ensure competitive pricing.
Provide information to customers regarding capability, TAT (turn-around-time), and price enquiries.
Liaise with workshop teams to achieve targets.
Maintain and improve TAT, quality, and cost-effectiveness.
Ensure compliance with regulatory requirements.
Communicate with customers through phone, email, and chat.
Respond to customer enquiries and complaints promptly and professionally.
Identify and resolve customer issues through active listening and problem-solving.
Update customer information in the company database.
Collaborate with other departments to ensure customer satisfaction and retention.
Continuously develop and maintain knowledge of company products and policies.
Follow up with customers to ensure issue resolution and satisfaction.
Maintain a calm and positive demeanour in challenging situations.
Strive to exceed customer expectations and provide a memorable experience.
Prepare and maintain accurate reports related to customer service activities.
Track the progress of ongoing maintenance and repairs, keeping customers informed.
Ensure customer records are accurately updated, including service history and repair status.
Liaise with Supply Chain/Import and Export teams to ensure timely delivery of parts and services.
Promote and upsell additional repair services or maintenance packages as appropriate.
Provide post-service follow-ups to ensure customer satisfaction and address further concerns.
Support the implementation of customer feedback to improve service quality and repair processes.
Prepare and present customer service reports, identifying areas for improvement and customer satisfaction metrics.
Be proactive, dynamic, self-motivated, and bring high energy and enthusiasm to the role, taking initiative in a fast-paced environment.