Service Receptionist / Inbound and Outbound Support (Onsite)

MVP Asia Pacific Inc.; Philippines; On-site; PHP 167,000 - 246,000; Full time

Job summary

MVP Asia Pacific Inc. in the Clark Freeport Zone, Pampanga, Philippines, is seeking a Service Receptionist to manage inbound and outbound customer interactions and coordinate vehicle service bookings.

The role focuses on accurate data capture, timely responses, and seamless handoffs to the Service Department. You will use CRM and dealership systems to record customer details and service requests, supporting retention and service quality.

Qualifications

• Experience in customer service or reception roles.
• Experience handling inbound and outbound calls and online inquiries.
• Experience scheduling appointments and managing follow-ups.
• Experience using CRM/DMS or service booking software.
• Knowledge of automotive dealership service operations and WHS compliance.
• Ability to accurately capture and maintain customer, vehicle and service information.

Responsibilities

• Handle inbound customer calls and online enquiries and direct to correct service pathway.
• Manage outbound service reminder activity via phone, email or SMS.
• Coordinate vehicle service bookings and ensure alignment with service capacity.
• Capture and record accurate customer, vehicle and service details.
• Prepare repair orders and service documentation as required.
• Escalate customer concerns per dealership process.
• Support Service Manager with administrative tasks and documentation.

Skills

Customer service

Communication skills

Organizational skills

Attention to detail

Problem solving

Tools

CRM systems

DMS

Service booking software

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 Receptionist / Inbound and Outbound Support (Onsite)

Job Description:

• Inbound Customer Contact Management:
  • Professionally manage incoming service-related phone enquiries and provide a prompt, accurate and customer-focused response.
  • Ensure customers are directed to the correct service pathway or internal contact where required.
• Online Enquiry Management:
  • Monitor and respond to online service enquiries, ensuring customer requests are actioned promptly and accurately.
  • Record customer requirements clearly so that follow-up action can occur without rework.
• Service Booking Coordination:
  • Schedule vehicle service and repair bookings as authorised by customers.
  • Ensure bookings are entered accurately and aligned to available service capacity.
• Customer and Vehicle Information Capture:
  • Obtain and record accurate customer, vehicle and service information to support correct repair documentation and minimise rework.
• Repair Order and Service Documentation Support:
  • Prepare repair orders and supporting documentation using customer-provided information and dealership requirements.
  • Ensure customer concerns are clearly documented for the Service Department.
• Outbound Service Reminder Activity:
  • Complete outbound maintenance reminder activity using approved customer retention channels, including phone calls, email, SMS or other dealership-approved methods.
  • Support repeat service bookings and customer retention.
• Customer Retention and Follow-Up Support:
  • Support ongoing customer engagement by following up service opportunities, missed enquiries or pending bookings.
  • Ensure customer retention activities are recorded and visible to the Service Department.
• Service Manager Administrative Support:
  • Provide agreed administrative and operational support to the Service Manager where tasks relate to service reception, customer contact, booking coordination or service documentation.
• Customer Concern Escalation:
  • Identify customer concerns, complaints or urgent issues during inbound, online or outbound contact and escalated through the agreed dealership process.
• Quality Compliance and WHS Requirements:
  • Complete allocated work in line with dealership quality, confidentiality, privacy and WHS expectations.
  • Follow agreed processes for handling customer information and escalating issues.

Qualifications:

• Previous experience in a customer service, service receptionist, or similar role.
• Experience handling inbound and outbound customer calls, online enquiries, and service reminders.
• Experience scheduling appointments, coordinating bookings, and managing customer follow-ups.
• Experience using Customer Relationship Management (CRM) systems, Dealership Management Systems (DMS), or service booking software.
• Knowledge of automotive dealership service operations, including vehicle servicing, repair booking procedures, and repair order preparation.
• Understanding of customer retention practices, dealership standards, and Workplace Health and Safety (WHS) principles and compliance requirements.
• Ability to accurately capture and maintain customer, vehicle, and service information and prepare relevant service documentation.
• Ability to handle customer concerns and complaints professionally and escalated urgent or unresolved issues appropriately.
• Ability to provide administrative and operational support to the Service Manager and Service Department.
• Excellent organizational skills.
• Excellent written and verbal communication skills.