Manager, Customer Service Operation

PS Otomobil (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 78,000 - 134,000; Full time

Job summary

PS Otomobil (M) Sdn Bhd invites a seasoned Customer Service Manager to lead aftersales operations, spanning service, workshop and parts sales. You will drive performance and customer satisfaction across the team.

In this role you will strategize to boost workshop revenue, maintain profitability, and ensure timely delivery of vehicles with high service standards. You will manage complaints, audits, and continuous improvement initiatives in a busy dealership environment.

Qualifications

• Bachelor’s Degree in Mechanical Engineering, Automotive, or related field.
• Minimum 5 years in automotive service industry.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to multi-task, work independently, meet deadlines.
• Proven leadership and teamwork capabilities.
• Proficient in MS PowerPoint, Excel and Word.
• Experience managing technicians, service advisors and parts teams.
• Knowledge of workshop productivity, revenue and profitability.
• Able to manage customer complaints and audits.

Responsibilities

• Manage aftersales operations for service, workshop and spare parts sales.
• Lead the team to achieve high customer satisfaction through service performance.
• Strategize to boost workshop revenue and maintain profitability.
• Achieve WAB & A/C targets and minimum customer retention.
• Handle and resolve customer complaints promptly within agreed time frame.
• Analyze monthly TCSS survey results and organize PDCA review meetings.
• Ensure SSC campaign completion and minimize goodwill costs.
• Optimize appointment loading for maximum customer convenience.
• Ensure customers can speak to Service Advisors promptly.
• Ensure vehicles are ready as promised and delivered on time.
• Achieve 100% post-service follow-up calls.
• Comply with Kodawari operational requirements and high service standards.
• Carry out 5S activities to keep the service center clean and tidy.
• Ensure compliance with Audit Evaluation standards to reduce risks.
• Identify training needs and plan programs to develop frontline team.

Skills

Communication

Interpersonal skills

Problem solving

Analytical skills

Multi-tasking

Team giver?

Education

Bachelor's Degree in Mechanical Engineering

Bachelor's Degree in Automotive

Bachelor's Degree in Customer Service

Related field

Tools

MS PowerPoint

Excel

Word

Job description

Manage aftersales operations for service, workshop, and spare parts sales.

Lead the team to achieve high customer satisfaction through exceptional service performance.

Strategize effectively to achieve workshop revenue and maintain consistent profit growth.

Achieve WAB & A/C job targets and minimum customer retention rate.

Handle and resolve all customer complaints promptly and effectively within the agreed time frame.

Analyze monthly TCSS survey results, and organize taskforce meetings for PDCA review.

Ensure SSC campaign completion and minimize goodwill costs.

Optimize appointment loading to provide maximum convenience to customers.

Ensure customers can speak to Service Advisors (SVA) promptly.

Ensure vehicles are ready as promised and delivered on time.

Achieve 100% post-service follow-up calls for all customers.

Fully comply with Kodawari operational requirements and maintain high service standards.

Carry out 5S activities regularly to ensure cleanliness and tidiness of the service center, reflecting the company's image.

Ensure full compliance with Audit Evaluation standards, reducing financial, legal, and operational risks.

Identify training needs and plan appropriate training programs to build a competent, customer-focused frontline team.

Job Requirements:

Bachelor’s Degree in Mechanical Engineering, Automotive, Customer Service, or a related field.

Minimum 5 years working experience in the automotive service industry.

Excellent communication and interpersonal skills with strong problem-solving and analytical skills.

Ability to multi-task, work independently, and meet deadlines.

Strong team player with a collaborative approach.

Proficient in Microsoft PowerPoint, Excel, and Word.

Strong workshop and automotive service operations experience

Experience managing technicians, Service Advisors and spare parts teams

Knowledge of workshop productivity, efficiency, revenue and profitability

Able to manage customer complaints and operational audits

PS Otomobil (M) Sdn Bhd is an authorised dealer of UMW Toyota Motor.

Our company has dedicated employees working together towards a common goal of achieving excellence.

Due to expansion, vacancies are available at our showroom Segambut Tengah, service centre Selayang & Segambut.

Please be inform that only shortlisted candidates will be notified.

PS Otomobil (M) Sdn Bhd is an authorised dealer of UMW Toyota Motor.

Our company has dedicated employees working together towards a common goal of achieving excellence.

Due to expansion, vacancies are available at our showroom Segambut Tengah, service centre Selayang & Segambut.

Please be inform that only shortlisted candidates will be notified.

What can I earn as a Customer Service Manager