Executive, Customer Service Operations (Automotive Aftersales)

Fokus Group of Companies; Shah Alam; On-site; MYR 45,000 - 78,000; Full time

Benefits offered by this job

Basic salary and incentives

Annual leave entitlements

Medical benefits

Yearly bonus and increment

Job summary

Fokus Group of Companies is seeking an Executive, Customer Service Operations (Automotive Aftersales) to lead workshop and service teams in Setia Alam. The role focuses on achieving service targets, maintaining 5S and Toyota standards, and ensuring smooth customer interactions.

You will coach staff, manage service advisors, resolve customer concerns, and drive retail service sales while using the DMS for WIP, reminders, and compliance with cash handling policies.

Qualifications

• Degree or Diploma in automotive or related field.
• 1 year of related experience or fresh graduate in engineering or automotive.
• Strong knowledge of automotive services and customer handling.
• Proficiency in MS Office applications.
• Good written and spoken English and Bahasa Malaysia; Mandarin is a plus.

Responsibilities

• Lead and support workshop operations to meet 5S standards and Toyota requirements.
• Maintain workshop floor per KODAWARI standards and ensure facilities are up to date.
• Drive retail service sales by organizing and guiding Service Advisors to meet targets.
• Conduct weekly meetings with frontline and workshop staff to review performance and coach.
• Handle customer requirements, resolve complaints and ensure excellent service recovery.
• Utilize the DMS to monitor Work-In-Progress, back orders, follow-ups, appointments, and reminders.
• Ensure compliance with company policies on cash handling and credit card processing.

Skills

Customer service

MS Office

Communication

Bilingual English/Malay

Mandarin (advantage)

Education

Degree/Diploma in automotive or related field

Tools

DMS system

Job description

Executive, Customer Service Operations (Automotive Aftersales)

Support Manager to manage the workshop with proper 5S standard, which comply to Toyota requirement and management expectation.

Assist Manager to maintain the workshop floor as per KODAWARI standard and ensure all workshop facilities are up to date.

Responsible to manage the retail sales by organising and leading the Service Advisors in their achievement of targeted sales, throughout and implement aggressive selling and customer retention activities

Conduct weekly meeting with frontline and workshop staff on their current performance, provide coaching and deliver important information.

Attend to customer requirement and assist to resolve complaints.

Responsible for effective utilisation of DMS system to monitor and control Work-In-Progress, Back Orders, Follow-Up, Appointments and Service Reminders

Ensure strict compliance to company's policies and procedures pertaining to cash and credit cards.

Job Requirements:

Candidate must possess at least Degree/Diploma in automotive or relevant field.

Minimum 1 year working experience in the related field; or fresh graduate in engineering or automotive.

Preferably executive specialised in customer service and have strong technical knowledge on automotive.

Able to handle customer complaints, offer service recovery and service operation.

Good command in both written and spoken in English and Bahasa Malaysia. Ability to speak in Mandarin will be added advantage.

Proficiency in MS Office applications.

Applicants must be willing to work in Setia Alam.

Job Highlights:

Basic salary and incentive scheme

Annual Leave Entitlements & Medical Benefits

Yearly bonus & increment

Kindly note that only shortlisted candidate will be notified.