Job Description
Cycle & Carriage, a premier automotive retailer in Malaysia, is seeking a dedicated and professional Customer Service Consultant to join our Mercedes-Benz service team in Kuala Lumpur City Centre. In this pivotal role, you will be the primary point of contact for customers seeking service, repair, body, and paint solutions for their Mercedes-Benz vehicles.
Your mission is to deliver an exceptional customer experience from initial inquiry to post-service follow-up. You will manage service appointments, coordinate with the workshop team, provide transparent updates on repair status, and ensure that every interaction reflects the prestige of the Mercedes-Benz brand. Your ability to listen, empathize, and resolve concerns will drive customer loyalty and satisfaction.
At Cycle & Carriage, we foster a collaborative and rewarding work environment where your contributions are valued. You will receive comprehensive training on Mercedes-Benz service processes and systems, enabling you to advise customers confidently on maintenance schedules, repair options, and body & paint services. This role is ideal for an enthusiastic communicator who thrives in a fast-paced automotive service environment and takes pride in delivering quality service.
Join us in Kuala Lumpur and become part of a legacy of excellence. Take the next step in your customer service career with a brand that stands for innovation and quality.
Responsibilities
- Serve as the main point of contact for customers inquiring about Mercedes-Benz service, repair, body, and paint appointments.
- Schedule and coordinate service bookings efficiently to optimize workshop capacity and minimize customer wait times.
- Provide accurate and timely updates to customers regarding the status of their vehicle repairs and service completion.
- Listen attentively to customer concerns and effectively communicate technical information in an understandable manner.
- Collaborate with service advisors, technicians, and parts department to ensure seamless workflow and customer satisfaction.
- Process customer payments, invoices, and documentation related to service transactions.
- Follow up with customers after service visits to confirm satisfaction and encourage repeat business.
- Maintain a thorough understanding of Mercedes-Benz service offerings and promotions to up-sell and cross-sell where appropriate.
Qualifications
- Diploma or Degree in any discipline; further certification in automotive management is a plus.
- Minimum 2 years of experience in customer service, preferably in the automotive or luxury retail industry.
- Excellent verbal and written communication skills in English and Bahasa Malaysia.
- Strong interpersonal skills with a customer-centric mindset and a professional appearance.
- Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM or scheduling software.
- Ability to multitask, prioritize, and remain calm under pressure in a busy service environment.
- Knowledge of basic automotive terminology or willingness to learn product and service details.
- Possession of a valid driving license and own transport is an advantage.