Supervise and support the Customer Service team to ensure excellent customer satisfaction and service quality.
Monitor daily customer service operations, including inquiries, appointments, complaints, and follow-up activities.
Handle escalated customer concerns and resolve issues professionally and efficiently.
Ensure customers receive timely updates regarding vehicle maintenance, repairs, warranty claims, and service status.
Coordinate with the Sales, Service, Parts, and Workshop teams to provide a seamless customer experience.
Develop and implement customer service standards, SOPs, and performance improvement initiatives.
Monitor customer feedback, satisfaction surveys, and service KPIs to identify areas for improvement.
Train, coach, and evaluate customer service staff to enhance productivity and service excellence.
Prepare daily, weekly, and monthly customer service performance reports for management.
Support customer retention programs, loyalty activities, and after-sales service campaigns.

Bachelor's degree in Business Administration, Marketing, Management, or a related field.
Minimum 3–5 years of experience in Customer Service, with at least 1–2 years in a supervisory role, preferably in the automotive industry.
Strong knowledge of customer service operations, after-sales service, and complaint handling.
Excellent leadership, communication, interpersonal, and problem-solving skills.
Ability to manage and motivate a team while maintaining high service standards.
Customer-focused mindset with strong conflict resolution and decision-making abilities.
Proficient in Microsoft Office and CRM/customer service management systems.
Strong organizational and time management skills with the ability to work under pressure.
Good command of English; additional languages are an advantage.
Experience in a vehicle dealership or automotive service center is highly preferred.