Customer Service Representative

ការពិពណ៌នាការងារ

Position Summary
The Customer Service Representative is the frontline of Jetour Cambodia, ensuring every customer interaction is smooth, respectful, and aligned with our brand standards.
This role manages customer inquiries, aftersales coordination, appointment handling, and follow-ups to maintain a strong Customer Satisfaction Index (CSI).

Key Responsibilities
1. Customer Interaction & Support
• Respond to customer inquiries via phone, chat, walk-ins, and social media.
• Provide accurate product, service, and maintenance information.
• Handle booking requests and coordinate appointment schedules with Service Advisors and Technical teams.
• Support customers in understanding service processes, timelines, and warranty coverage.

2. Service Follow-Up
• Conduct post-service follow-up calls to measure customer satisfaction and collect feedback.
• Escalate complaints to the relevant team and track resolution progress.
• Ensure customers receive timely updates on repairs, parts availability, and job status.

3. Case Logging & CRM Management
• Record all customer cases, complaints, and inquiries into the CRM system.
• Maintain updated customer profiles, service history, and communication logs.
• Prepare daily and weekly customer interaction summaries.

4. Coordination with Internal Teams
• Work closely with Service Advisors, Technical Advisors, and Call Center to support seamless operations.
• Align with Sales Team for new delivery follow-up and first-service reminders.

5. Customer Satisfaction & Experience
• Promote Jetour’s service standards and ensure all customer touchpoints meet quality expectations.
• Support CSI improvement initiatives and customer retention campaigns.