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Job summary
A bus services company in Malaysia seeks a Customer Service Executive to provide high-quality customer support. Responsibilities include handling inquiries, coordinating appointments, managing service records, and ensuring client satisfaction. Ideal candidates should possess a Diploma in a related field and have prior customer service experience. Strong communication skills in Bahasa Malaysia and English are essential, while proficiency in MS Office is required. This role is crucial for maintaining the company’s professional brand image.
Qualifications
- Minimum Diploma in Business Administration, Customer Service, or related field.
- Prior experience in customer service or administrative role is preferred.
- Proficiency in MS Office and service tracking systems is required.
Responsibilities
- Handle incoming calls and emails regarding service and repairs.
- Coordinate service appointments and manage customer inquiries.
- Maintain accurate records of customer interactions and service requests.
- Support After-Sales activities and ensure customer satisfaction.
Skills
Education
Tools
The Customer Service Executive is responsible for delivering high-quality customer support and service coordination for Terus Maju’s bus maintenance, repair, and new coach design business. This role acts as the first point of contact for clients, ensuring smooth communication, efficient service scheduling, and prompt resolution of customer concerns.
- Handle incoming calls, emails, and walk-in inquiries from clients regarding bus service, repair, accident claims, and branding projects.
- Assist customers in scheduling bus service appointments and coordinate with workshop teams for timely execution.
- Provide updates to clients on service status, repairs, spare parts availability, and estimated delivery timelines.
- Manage and follow up on insurance claims related to accident repair and liaise with adjusters/insurers when required.
- Maintain accurate records of customer interactions, service requests, and complaint resolutions in the company system.
- Escalate technical issues to relevant departments (mechanical, painting, QC, welding) while ensuring clients are kept informed.
- Monitor customer satisfaction and handle complaints in a professional and solution‑oriented manner.
- Support After‑Sales activities including client follow‑ups, product feedback, and service improvement initiatives.
- Prepare service reports, feedback summaries, and assist management with customer insights for continuous improvement.
- Uphold Terus Maju’s brand image by ensuring professional and courteous service delivery at all times.
- Minimum Diploma in Business Administration, Customer Service, or related field.
- Prior experience in customer service or administrative role (experience in automotive/bus industry is an advantage).
- Excellent communication skills in Bahasa Malaysia and English (Mandarin is an added advantage).
- Strong problem‑solving abilities, patience, and customer‑first attitude.
- Able to work under pressure, handle multiple tasks, and meet deadlines.
- Proficient in MS Office (Word, Excel, Outlook) and comfortable using service tracking systems.
- Willingness to work closely with technical teams and learn about bus repair and maintenance processes.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.