Customer Service Ambassador

1 week ago

Central Singapore Sime Darby Full time

Company:
Vantage Automotive Limited

**Job Description**:
Customer-front
- To provide support to Peugeot, Ford, BYD, and QuickLane front-line reception duties by assisting customers enquiries and providing customer service (taxi booking, self-registration etc.)
- To assist customer with appointment booking requests from all communication channels
- To handle non-booking walk in customers tactfully to uphold customer service level standards
- To update new/current customer(s) information into Salesforce & GDMS (including PPSL/ QL prospect creation), perform vehicle ownership verification request from all communication channels

Answering phone calls
- To answer all telephone calls within 3 rings in a courteous and pleasant tone and voice with appropriate greeting, salutation where appropriate, announcement of company name and personal name
- To transfer the calls in a professional manner where the other party is being informed of the transfer and the extension of the transfers
- To record messages accurately from customers and follow-up with CSAs to ensure that messages/ calls are replied

Upkeep of Service Centre
- To open, close, and prepare the service center for customers daily
- To maintain upkeep of the service center by checking irregularities (e.g.: lightings, toilets, carparks cleanliness, lounge area cleanliness etc.) - and liaise with Building Management/ Cleaners/ Service Managers for necessary actions
- Mineral water/pantry requisition
- Update of daily appointment schedule on digital signage

CRM
- To support periodic data cleansing activity (checking against One Motoring, contacting customer for information verification, amending vehicle information within SF/GDMS)
- To ensure data integrity and accuracy by constantly cleaning and monitoring data, and performing validation process followed by instruction given by CRM Senior Executive

Administration
- To manage service appointment setup according to aftersales’ planning of workshop capacity and Q-system by editing (add/remove) users within the system.
- Monitor CSAs efficiency by customer waiting time and serving time, assist to pull out report when necessary
- To perform daily invoicing and cashiering duties, check and tally daily sales collection and submit daily report (including outstanding cash payment), submit month end reports to Finance (i.e., Petrol, Taxi Vouchers, and Service Vouchers)
- Update Daily Appt Throughput (Rollover cars report)

Ad Hoc/ Supporting other departments
- To assist Aftersales Service Marketing events when necessary
- To support Aftersales recall campaigns/ activities by contacting customers
- Any ad hoc tasks assigned by CRM Senior Executive

Requirement
- Minimum GCE ‘O’ Level
- Minimum 1 year working experience in relevant customer service industry.
- Proactive and independent with positive attitude
- Good knowledge of Microsoft Office

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