Customer Service Consultant - Leapmotor

Cycle & Carriage Bintang Berhad; Malaysia; On-site; MYR 40,000 - 54,000; Full time

Job summary

Cycle & Carriage Bintang Berhad invites a Service Advisor to Malaysia-based service center. The role focuses on greeting customers, understanding repair needs, and obtaining approvals before work starts.

You will coordinate with EV technicians, monitor progress, and ensure compliance with safety and SOPs while maintaining thorough service records and delivering quality customer service.

Qualifications

• Certificate, Diploma or Degree in Mechanical/Automotive Engineering or equivalent.
• 1-2 years of experience as a Service Advisor, EV/continental brand preferred.
• Strong communication and interpersonal skills in English and Bahasa Malaysia; Mandarin an advantage.
• Proficient in using Dealer Management Systems (DMS) and MS Office.
• Ability to work in a fast-paced environment with attention to detail.

Responsibilities

• Greet customers and understand their service or repair needs.
• Record complaints and communicate to the technical team clearly.
• Provide repair estimates and obtain customer approval before starting work.
• Coordinate with technicians for diagnosis, repair and maintenance of EVs.
• Monitor progress and update customers on job status.

Skills

Communication

Interpersonal skills

DMS proficiency

MS Office

Education

Mechanical / Automotive Eng degree

Tools

DMS

Microsoft Office

Job description

Customer Handling

• Greet customers professionally and understand their service or repair needs.
• Record customer complaints accurately and ensure clear communication to the technical team.
• Provide repair estimates, service recommendations, and obtain customer approval prior to job commencement.

Service Coordination

• Coordinate with technicians to ensure timely and accurate diagnosis, repair, and maintenance of electric vehicles (EVs).
• Monitor the progress of each vehicle and update customers on job status.
• Verify that all service work is completed according to manufacturer standards before delivery.

Quality & Documentation

• Ensure all job cards, invoices, and service reports are completed accurately and on time.
• Conduct vehicle final inspection with the customer to confirm satisfaction.
• Ensure compliance with EV safety protocols, service SOPs, and environmental regulations.

Customer Retention & Feedback

• Follow up with customers post-service to ensure satisfaction and address any concerns.
• Promote service packages, warranty programs, and periodic maintenance schedules.
• Maintain good customer relationships to enhance retention and brand loyalty.

Administrative & Reporting

• Maintain accurate records of service history, parts usage, and customer interactions in the system.
• Provide regular updates and feedback to the Service Manager regarding service performance, customer satisfaction, and technical issues.

JOB REQUIREMENTS

• Education: Certificate, Diploma, or Degree in Mechanical / Automotive Engineering or equivalent.
• Experience: Minimum 1-2 years of experience as a Service Advisor, preferably within an EV or continental automotive brand.
• Skills & Competencies:
  • Strong communication and interpersonal skills in English and Bahasa Malaysia (Mandarin is an added advantage).
  • Excellent customer service orientation and problem-solving ability.
  • Basic technical knowledge of electric vehicle systems and high-voltage safety awareness.
  • Proficient in using Dealer Management Systems (DMS) and Microsoft Office applications.
  • Able to work in a fast-paced environment with attention to detail.