Customer Service Representative

Job Brief: As a customer care representative in a driving school, your primary responsibility is to provide excellent service and support to customers, which includes both potential students and current students. You act as the bridge between the school and its clients, ensuring that communication is clear and that customers’ needs are met efficiently.

Preferred Qualifications: Minimum qualification for Customer Service Representative in a Driving Institution:

at least a high school cert, previous customer service experience or administrative roles is preferred. With specialized certificate in related field is a plus.

Requirements:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Organizational skills and attention to detail.
• Basic administrative skills (e.g., data entry, scheduling, payment processing).

Supplemental Pay:

• Attendance bonus
• Commission pay
• Overtime pay

Here’s a breakdown of key responsibilities:

1. Handling Inquiries

• Responding to Questions: Answer phone calls, walk-ins, providing information about the driving school’s services, courses, schedules, pricing, and policies.
• Providing Course Guidance: Help prospective students understand which driving courses are right for them.
• Information on Documentation: Assist in explaining necessary documentation or requirements for enrollment (e.g., learner's permit, age requirements, etc.).

2. Scheduling and Appointments

• Booking Lessons: Schedule driving lessons for students based on availability and preferred timings.
• Managing Cancellations/Rescheduling: Handle any cancellations or rescheduling of lessons, making sure students are accommodated according to their needs.
• Keeping Track of Student Progress: Ensure students are receiving the right number of lessons or packages according to their plan, and track their progress.

3. Customer Service & Support

• Resolving Issues: Address and resolve any complaints or concerns students may have, whether related to the lessons, instructors, or scheduling issues.
• Providing Guidance: Offer general support to students throughout their journey, from initial enrollment to passing their driving test and beyond.
• Handling Feedback: Collect feedback from students to improve services and address any issues before they escalate.

4. Sales

• Promoting Services: Inform customers about special offers, discounts, or additional courses (e.g., road test preparation, refresher courses).
• Cross-Selling: Suggest supplementary services or products that may benefit the customer, like additional lessons, packages, or online theory courses.
• Follow-up Calls/Emails: Reach out to leads who may not have yet signed up for lessons or offer follow-up after initial contact.

5. Administrative Tasks

• Updating Records: Maintain accurate student records, lesson bookings, payments, and personal details.
• Processing Payments: Assist with payments for courses, packages, or other services, ensuring that transactions are properly documented and receipts are provided.
• Managing Documentation: Handle student forms, waivers, and any paperwork that needs to be completed for training or licensing purposes.

6. Promoting Safety and Legal Compliance

• Reminding Students of Requirements: Ensure students are aware of legal requirements, such as having a valid learner's permit or meeting age requirements for certain licenses.
• Promote Safe Driving Practices: Reinforce the school’s commitment to safe driving practices and ensure students are aware of safety protocols.

8. Collaboration with Instructors

• Coordinating with Instructors: Communicate any student needs or special requests to driving instructors, ensuring lessons go smoothly and efficiently.
• Feedback on Instructors: Relay any student feedback regarding instructors to ensure the best quality of service is maintained.

9. Emergency or Special Situations

• Managing Emergencies: Address any urgent situations, such as last-minute cancellations, accidents, or medical emergencies involving students.

In essence, your role is to ensure students have a positive experience throughout their driving school journey, from inquiry through to completing their training and obtaining their driving license. This requires strong communication skills, empathy, organization, and problem-solving abilities.

Why Join Us?

• Be part of a friendly, supportive team.
• Opportunity for professional growth and development.
• Make a positive impact on students' lives by helping them become safe, confident drivers.

If you are passionate about providing excellent customer service and enjoy helping others achieve their goals, we would love to hear from you!

Job Type: Full-time

Pay: RM1,700.00 - RM2,000.00 per month

Benefits:

• Opportunities for promotion

Schedule:

• Day shift
• Rotational shift
• Weekend jobs

Supplemental Pay:

• Commission pay
• Overtime pay
• Yearly bonus

Education:

• Diploma/Advanced Diploma (Required)

Experience:

• Customer Care Specialist: 4 years (Preferred)