Job Description

Position Summary
The Customer Service Executive is responsible for delivering high-quality customer support and service coordination for Terus Maju's bus maintenance, repair, and new coach design business. This role acts as the first point of contact for clients, ensuring smooth communication, efficient service scheduling, and prompt resolution of customer concerns.
Key Responsibilities

• Handle incoming calls, emails, and walk-in inquiries from clients regarding bus service, repair, accident claims, and branding projects.
• Assist customers in scheduling bus service appointments and coordinate with workshop teams for timely execution.
• Provide updates to clients on service status, repairs, spare parts availability, and estimated delivery timelines.
• Manage and follow up on insurance claims related to accident repair and liaise with adjusters/insurers when required.
• Maintain accurate records of customer interactions, service requests, and complaint resolutions in the company system.
• Escalate technical issues to relevant departments (mechanical, painting, QC, welding) while ensuring clients are kept informed.
• Monitor customer satisfaction and handle complaints in a professional and solution-oriented manner.
• Support After-Sales activities including client follow-ups, product feedback, and service improvement initiatives.
• Prepare service reports, feedback summaries, and assist management with customer insights for continuous improvement.
• Uphold Terus Maju's brand image by ensuring professional and courteous service delivery at all times.

Requirements

• Minimum Diploma in Business Administration, Customer Service, or related field.
• Prior experience in customer service or administrative role (experience in automotive/bus industry is an advantage).
• Excellent communication skills in Bahasa Malaysia and English (Mandarin is an added advantage).
• Strong problem-solving abilities, patience, and customer-first attitude.
• Able to work under pressure, handle multiple tasks, and meet deadlines.
• Proficient in MS Office (Word, Excel, Outlook) and comfortable using service tracking systems.
• Willingness to work closely with technical teams and learn about bus repair and maintenance processes.

Career Progression

• Customer Service Executive ? Senior Customer Service Executive ? After-Sales Support Executive ? Customer Relations Manager

Job Types: Full-time, Permanent
Benefits:

• Free parking
• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person

Skills Required