Customer Experience & Service Support Officer
Core
Voice of the service department, managing pre- and post-service customer engagement to drive satisfaction and repeat business for Yutong and IVECO vehicles.
Role type
Customer Experience Representative (Service Support)
Builds
Customer retention, service bookings, and feedback loops for a bus and commercial vehicle dealership.
Domain
Automotive / Commercial Vehicle Sales & Service
Deliverable
product features
Required skills
CRM/DMS systems, structured follow-up communication, data recording, trend identification, customer re-engagement, service scheduling, report preparation
Preferred skills
Automotive industry experience, proactive mindset, multitasking in fast-paced environments
Responsibilities
Conduct structured post-service follow-ups via phone and email; Capture and record customer feedback; Maintain accurate records in CRM/DMS systems; Identify trends and recurring issues; Escalate customer concerns; Proactively re-engage inactive customers; Manage customer contact schedules; Support retention and reactivation campaigns; Assist Service Advisors with bookings and updates; Coordinate service scheduling; Prepare reports on satisfaction and engagement trends.
Seniority
Individual Contributor, entry to mid-level