Customer Care Support

Inchcape is the leading global automotive distributor operating in more than 40 markets. We partner with some of the biggest brands in the business to power better mobility today and in the future.

Our diverse global team of over 20,000 talented people foster an inclusive and collaborative culture, championing a brilliant experience for our customers and partners. We’re a dynamic and fast-growing business, dedicated to shaping a successful and sustainable future for the industry.

Here, you will unlock your full potential with career opportunities and learning experiences. You’ll work with cutting-edge technology, ground-breaking innovation, and forward-thinking colleagues. If you are highly driven with a can-do attitude, and you bring out the best in yourself and others, then join us to power new futures.

JOB SUMMARY

To support the service department by efficiently managing customer interactions, booking appointments, coordinating vehicle repairs, and ensuring seamless communication. This role is essential in delivering exceptional customer service, achieving departmental objectives, and contributing to overall TUS and revenue targets.

DUTIES AND RESPONSIBILITIES

1. Customer Engagement & Support

• Handle customer inquiries professionally and connect them with the appropriate department or personnel.
• Welcome customers and assist in the reception process to ensure a smooth and positive experience.
• Provide support during peak times and assist the department where required.

2. Contact & Booking Management

• Manage both inbound and outbound customer contacts.
• Secure a minimum of 20 daily bookings and achieve at least 770 customer contacts per month.
• Utilize and promote the NBT Mobility platform for customer bookings and appointment management.

3. Service Coordination & Communication

• Provide timely service reminders to customers due for service.
• Reach out to customers involved in service campaigns, repairs, or parts replacements.
• Deliver a summary of appointments to service reception and job control teams for preparation.
• Assist in managing WIP (Work-In-Progress) Ageing to ensure timely service delivery.

4. Other Duties

• Assist with any other ad hoc tasks as required to support the service team and overall operations.
• Contribute to initiatives focused on improving the overall customer service experience.

5. Performance Objectives

• Support achievement of TUS & Revenue goals.
• Meet KPIs related to bookings, customer contact volume, and customer satisfaction scores.
• Contribute to Retention Rate, Campaign Completion, and Exceptional Service KPIs.

QUALIFICATION REQUIREMENTS:

Education & Experience

• Education: Minimum High School Diploma; a diploma in Business Administration, Customer Service, or a related field is preferred.

• Experience:
  • 2+ years in a customer-facing role, preferably in automotive, retail, or a call center environment.
  • Experience with scheduling systems and service coordination is highly advantageous.
  • Familiarity with dealership operations or vehicle servicing processes is a plus.

Acquired Skills

• Proficiency in English and Malay is essential.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Experience using CRM or Customer Database Systems.
• Comfortable with telephone systems.
• Strong written and verbal communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• High attention to detail and data accuracy

Licensure

• Driver’s License “Class 3”

Personal Attributes & Professional Discipline

• Punctual, presentable, polite, and courteous always.
• Proactive, adaptable, and eager to learn and grow.
• Demonstrates a strong customer-first mindset with excellent interpersonal and communication skills.
• Capable of working under pressure and meeting performance targets consistently.
• Maintains high attention to detail and ensures strong data accuracy in all tasks.
• Dynamic thinker who embraces change and responds positively to evolving processes.
• Committed to upholding professionalism, confidentiality, and compliance with organizational standards.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.