Customer Relations Officer/Telemarketer

Duties & Responsibilities

A. Service Appointment and Booking

Call customers to remind them of upcoming or overdue Periodic Maintenance Service (PMS), general repair, and warranty schedules.

Assist in booking service appointments and ensuring correct customer details are recorded. Confirm customer attendance prior to the scheduled appointment.

Coordinate customer requests with Service Advisors and the appointment team.

B. Customer Follow-Up and Retention

Conduct follow-up calls after service completion to check customer satisfaction.

Encourage customers to return for future services and dealership promotions.

Inform customers about service packages, promos, and value-added aftersales programs. C. Customer Feedback and Concern Handling

Collect customer feedback, complaints, and suggestions during calls.

Properly document concerns and endorse them to the Aftersales Manager.

Ensure timely follow-up and customer updates regarding unresolved concerns.

D. Data Management and Reporting

Maintain accurate records of call outcomes, customer responses, and appointment updates. Update customer contact details in the dealership system/CRM.

Submit daily and weekly reports such as:

Outbound Calls Made

Successful Appointments Booked

No-show follow-ups

Customer complaints and escalations

Conversion rate and retention summary

E. Campaign Support

Support dealership campaigns (PMS reminders, free check-ups, seasonal promos, recall/service bulletin outreach). Coordinate customer invitation calls for events or special service days.