Service Reception Consultant (Onsite)

MVP Asia Pacific Inc.; Philippines; On-site; PHP 190,000 - 290,000; Full time

Job summary

MVP Asia Pacific Inc in the Clark Freeport Zone, Pampanga, Philippines, is hiring for a Service Reception Consultant (Onsite). You will deliver a professional customer experience across service departments, book customer vehicles, and support workshop scheduling.

You will handle calls per standards, verify details, enter bookings into the DMS/Kaizen or X-time systems, and coordinate with dealership teams to ensure accurate service bookings and timely follow-up.

Qualifications

• Proven experience as a Service Reception Consultant.
• Experience handling inbound calls, customer enquiries and bookings.
• Familiarity with CRM/DMS and booking platforms.

Responsibilities

• Deliver a professional and consistent customer experience via telephone and approved digital channels.
• Manage service enquiries and book customer vehicles across manufacturers and dealerships.
• Support customer satisfaction, service retention and workshop scheduling.
• Answer calls promptly, verify customer details and discuss account information.
• Take service bookings and enter them into the relevant DMS/Kaizen system.
• Read back and confirm key appointment details with customers and send confirmations.

Skills

Excellent English communication

Attention to detail

Time management

Customer service orientation

Professional telephone manner

Tools

CRM systems

DMS

Booking platforms

X-time

Kaizen system

Job description

MVP Asia Pacific Inc. is a leading outsourcing company located in the Clark Freeport Zone, Pampanga, Philippines. We were founded with the mission to connect highly skilled offshore professionals with businesses of all sizes across the globe—helping our clients scale with speed and excellence.

At MVP, we foster a culture of professionalism, innovation, and collaboration. Our people enjoy a supportive, growth-driven environment with opportunities for continuous learning, career development and work-life balance.

If you're driven, passionate about learning, and ready to make an impact, we'd love for you to join our growing team of MVPs!

Service Reception Consultant (Onsite)

Job Description:

Basic Function:

• Deliver a professional and consistent customer experience for all company service departments via telephone and approved digital channels.
• Manage service enquiries and book customer vehicles accurately across all manufacturers and dealerships.
• Support customer satisfaction, service retention and efficient workshop scheduling.

Customers and Call Handling:

• Answer incoming calls promptly and professionally in accordance with agreed call centre service standards, with a target of answering within three rings where technically achievable.
• Identify the dealership, manufacturer, customer needs and reason for the call; verify customer details before discussing account information.
• Handle appointment enquiries, booking changes, cancellations and routine service questions; refer technical, warranty, complaint or urgent matters to the relevant onshore team.
• Provide clear and accurate information without making unauthorised promises about costs, availability, repairs, warranty coverage or completion times.
• Maintain courteous, accurate customer communications and complete required follow-up actions and CRM tasks.

Service Bookings and Scheduling:

• Take service bookings for all manufacturers represented across company dealerships.
• Enter bookings for applicable manufacturers into the relevant dealership DMS/Kaizen system, following local procedures.
• For Hyundai and Audi, create and maintain service bookings in X-time.
• Verify and record customer name, contact details, registration, vehicle identification details (including VIN when required), manufacturer/model, kilometres where available, service type, customer concerns and requested booking date/time.
• Select the correct dealership, booking type, service operation and available appointment slot in accordance with workshop capacity and manufacturer-specific scheduling requirements.
• Accurately document additional customer requests, transport requirements, waiting arrangements and any relevant booking notes, where applicable.
• Read back or otherwise confirm key appointment details with the customer and send confirmation through approved channels where available.
• Amend or cancel bookings promptly, prevent duplicate bookings and elevate system discrepancies or unavailable booking capacity.
• Follow dealership-specific processes for recalls, warranty enquiries, diagnostics and special service campaigns; refer eligibility or technical decisions to authorised dealership staff.

Performance and Quality:

• Meet agreed call handling, booking accuracy, customer satisfaction and follow-up performance targets.
• Maintain accurate and complete records in DMS/Kaizen, X-time and other authorised systems.
• Follow documented call scripts, escalation pathways, manufacturer requirements and company service procedures.
• Report recurring booking errors, system issues, customer feedback and opportunities to improve service processes.

People and Relationships:

• Work closely with dealership service advisors, workshop controllers, service managers and the offshore call centre team.
• Provide clear handovers and promptly elevate matters requiring onshore dealership decisions.
• Attend relevant remote meetings, coaching and training sessions as directed.

Training and Development:

• Maintain working knowledge of dealership services, booking workflows, customer communication standards and approved promotions.

Privacy, Information Security and Compliance:

• Protect customer and vehicle information and comply with applicable Australian privacy requirements, company policies and contractual data-handling obligations.
• Use only authorised systems, accounts and communication channels; do not download, copy or disclose customer data outside approved processes.
• Follow applicable workplace health and safety requirements and report security or privacy incidents immediately.

General:

• Maintain a professional standard of communication, punctuality and conduct in the offshore call centre.
• Carry out other reasonable service reception and booking-related duties as directed by the Group Service Manager or nominated supervisor.

Qualifications:

• Proven experience as a Service Reception Consultant.
• Experience handling inbound calls, managing customer enquiries, and booking, rescheduling, or cancelling appointments.
• Proficiency in using Customer Relationship Management (CRM) systems, Dealership Management Systems (DMS), or booking platforms.
• Knowledge of dealership service booking procedures, workshop scheduling requirements, and manufacturer-specific processes.
• Knowledge of Australian privacy requirements.
• Ability to handle customer and vehicle information in accordance with company policies and contractual obligations.
• Ability to manage high call volumes, meet call handling, booking accuracy, and customer service targets.
• Ability to handle customer concerns professionally and elevate technical, warranty, or complex enquiries.
• Strong attention to detail and accuracy in recording customer information, vehicle details, and service bookings.
• Strong organisational and time management skills; ability to prioritise tasks and complete required follow-ups.
• Excellent English communication skills, with a professional and customer-focused telephone manner.