On-Site Recovery Customer Service Operator

ONE SUITE CONSULTANCY; Iskandar Puteri; On-site; MYR 22,000 - 39,000; Full time

Job summary

ONE SUITE CONSULTANCY is seeking an On-Site Recovery Customer Service Operator for an overnight role. You will manage the overnight roadside assistance hotline, understand customer issues, and coordinate with on-site recovery drivers to deliver prompt service.

The ideal candidate communicates confidently in English, stays organized during busy periods, and handles multiple recovery jobs at once while maintaining thorough records and timely quotations.

Qualifications

• Excellent customer service and clear communication under pressure.
• Able to multitask and coordinate multiple recovery jobs simultaneously.
• Comfortable using WhatsApp and other messaging apps for coordination.

Responsibilities

• Answer calls and messages for overnight roadside assistance.
• Provide tyre or battery quotations and coordinate with drivers.
• Maintain records of enquiries, jobs, and outcomes; escalate when needed.

Skills

Customer service

Communication

Multitasking

Organisational skills

Decision making

Tools

WhatsApp

Job description

On-Site Recovery Customer Service Operator

Working Hours: 9:00 PM - 9:00 AM

Working Days: Monday to Sunday, based on roster

Shift: Permanent Night Shift

Public Holidays: Overtime pay applicable

Job Overview

We are looking for a responsible and service-oriented On-Site Recovery Customer Service Operator to manage our overnight roadside assistance hotline.

You will be the first point of contact for customers experiencing vehicle-related emergencies such as punctured tyres, flat tyres, battery failure, or vehicles that are unable to start.

Your role is to understand the customer’s situation, provide the appropriate tyre or battery quotation, confirm the job, and coordinate with our on-site recovery drivers to ensure each customer receives prompt assistance.

This position requires someone who can communicate confidently with customers, stay organised during busy periods, and coordinate multiple recovery jobs at the same time.

Key Responsibilities

Answer incoming customer calls and messages for on-site roadside assistance.

Understand and identify the customer’s problem, such as punctured/flat tyres or battery-related issues.

Collect all necessary customer and vehicle information, including:

• Customer name and contact number
• Vehicle make/model
• Vehicle location
• Tyre size or battery requirements
• Nature of the vehicle problem

Provide customers with accurate quotations for tyres, batteries and applicable on-site recovery services.

Explain available options clearly and professionally to customers.

Confirm jobs and arrange the appropriate recovery driver to attend to each customer.

Coordinate and line up jobs efficiently according to location, urgency and driver availability.

Maintain constant communication with drivers regarding new jobs, customer locations and job status.

Monitor ongoing recovery jobs and follow up when necessary.

Ensure customers’ issues are successfully resolved before closing each case.

Handle multiple enquiries and recovery cases simultaneously during busy periods.

Keep proper records of customer enquiries, confirmed jobs and completed recovery cases.

Escalate unusual or difficult cases to management when required.

Requirements

Fluent in spoken and written English.

Comfortable and confident communicating with customers over the phone.

Good customer service and communication skills.

Able to remain calm and professional when dealing with customers experiencing roadside emergencies.

Able to work under pressure and multitask effectively.

Strong organisational and coordination skills.

Able to make quick decisions when assigning and prioritising recovery jobs.

Responsible, punctual and dependable.

Comfortable using WhatsApp and other messaging/communication applications for customer and driver coordination.

Basic knowledge of cars, tyres and automotive batteries would be an advantage, but training can be provided.

Must be comfortable working a permanent overnight shift from 9:00 PM to 9:00 AM.

What We Are Looking For

The ideal candidate is someone who is fast-thinking, organised and customer-focused. During busy periods, several customers may require assistance at the same time, so you must be able to prioritise jobs, coordinate drivers efficiently and keep customers updated while ensuring no confirmed job is overlooked.

The objective of this role is simple: from the moment a customer contacts our hotline until their vehicle issue is resolved, you are responsible for coordinating the entire recovery process.

What can I earn as a Customer Service Representative