Customer Service Coordinator English Mandarin Speaker
Customer Service Coordinator English Mandarin Speaker
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
MYR 4000 - 6000
1 Vacancy
Job Description
Drive CRM Results in the FastPaced Automotive Industry
At the crossroads of automotive innovation and CRM excellence stands IrwinSolutions. Based in Sydney and leading across ANZ they ve transformed how dealerships connect with customers. Their awardwinning solutions ranging from automated messaging to proprietary tools like Polar Bear Contact Management have fueled loyalty and boosted brand rankings. With a culture rooted in professionalism grit and continuous learning IrwinSolutions offers more than just jobs. They build careers that go the distance so you can make your mark on a global scale.
Job Description
As a Customer Service Coordinator you ll play a central role in keeping customers engaged and dealerships running smoothly. You ll follow up on declined repairs ensure satisfaction after service and encourage longterm loyalty. Whether scheduling appointments or managing admin tasks your focus is on delivering seamless service and strengthening customer relationships.
Job Overview
Shift: Day Shift (Mon Fri 07:00 AM 04:00 PM) Weekends Off
Salary: MYR
Work setup: Onsite Kuala Lumpur
Declined Repairs
- Contact customers who declined recommended repairs or replacements during their last service visit.
- Educate customers on the importance of completing repairs for safety and performance.
- Schedule repair appointments and coordinate with the dealership s service team for smooth .
Customer Satisfaction FollowUp
- Reach out to customers after service to confirm satisfaction with the dealership s work.
- Collect feedback on their service experience and address any concerns.
- Report feedback to dealership management to support service improvement.
Customer Retention FollowUp
- Maintain regular contact with previous customers to encourage repeat service.
- Send timely reminders for upcoming maintenance or service appointments.
- Provide promotional offers or service discounts to drive future visits.
Other FollowUp
- Perform additional customer or prospect followup tasks as requested by the dealership.
Customer Communication
- Maintain professional and courteous communication aligned with the dealership s brand and values.
- Use phone email and other approved channels to contact customers regarding repairs satisfaction and retention.
- Assist customers with payment or financing options and explain the benefits of completing repairs.
Record Keeping & Reporting
- Log all customer interactions in the CRM system with complete and accurate records.
- Report followup results to dealership management including conversions satisfaction scores and retention rates.
Collaboration with Dealership Service Advisors
- Communicate regularly with service advisors to stay informed on repair needs and customer feedback.
- Relay customer insights and concerns to improve future service interactions.
Compliance and Customer Safety
- Educate customers on safety risks related to delayed repairs especially critical components like brakes or tires.
- Ensure all communication aligns with Australian automotive regulations and dealership policies.
Inbound Call Handling
- Answer inbound calls to schedule service appointments with accuracy and professionalism.
- Respond to inquiries about services costs and general vehicle maintenance.
- Deliver excellent customer service to ensure a positive caller experience.
Administrative Duties
- Perform data entry and update customer records in CRM systems.
- Assist with administrative tasks such as filing service logs tracking repairs and managing system updates.
Requirements
The Qualifications We Seek
- Excellent verbal and written communication skills in English
- Proficiency in Mandarin is preferred but not required
- Minimum of 2 years experience in customer service call centers automotive or CRMrelated roles
- Strong customer service mindset focused on satisfaction and retention
- Professional communication skills with the ability to represent various dealerships
- Ability to manage and track multiple customer interactions and appointments
- High attention to detail in documenting and tracking followups
- Basic knowledge of automotive components (e.g. brakes tires)
- Confidence in persuasive communication to promote necessary repairs
Benefits
Exciting Perks Await!
- Day shift schedule
- Fixed weekends off
- Prime office location in Kuala Lumpur
- Government benefits
- Eight 8 days annual leave
- Career growth opportunities
- Diverse and supportive work environment
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit Are We
At Emapta we build careers that resonate with passion purpose and the vibrant spirit of Malaysia. With over 900 global clients we provide a platform to grow your skills and stand out internationally all while staying rooted in your community. For over a decade we ve helped companies and professionals rise to the top 1 of talent in Malaysia.
Join a community that values innovation celebrates success and supports continuous learning while giving you the flexibility to enjoy life beyond the desk.
#EmaptaEra
The Qualifications We Seek Excellent verbal and written communication skills in English Proficiency in Mandarin is preferred but not required Minimum of 2 years experience in customer service, call centers, automotive, or CRM-related roles Strong customer service mindset focused on satisfaction and retention Professional communication skills with the ability to represent various dealerships Ability to manage and track multiple customer interactions and appointments High attention to detail in documenting and tracking follow-ups Basic knowledge of automotive components (e.g., brakes, tires) Confidence in persuasive communication to promote necessary repairs
Employment Type
Full Time
