Introduction
The Service Reminder Officer (SRO) is the frontline liaison between a automotive workshop or dealership and its valued customers. In a highly competitive automotive service market, timely reminders, efficient booking management, and post‑service follow‑up are critical to maintaining vehicle health, fostering customer loyalty, and driving repeat business. This role is ideal for a proactive, detail‑oriented individual who enjoys direct communication, thrives in a fast‑paced environment, and is passionate about delivering exceptional after‑sales service.
Responsibilities
- Contact customers via phone, SMS, or WhatsApp to remind them of scheduled maintenance such as oil changes, filter replacements, or periodic inspections.
- Manage service bookings, ensuring optimal appointment slots that balance workshop capacity with customer convenience.
- Conduct post‑service follow‑up calls to confirm customer satisfaction, gather feedback, and address any concerns.
- Promote current service promotions, loyalty programs, and special offers to encourage repeat visits.
- Maintain and regularly update the customer database, recording vehicle details, service history, and communication logs.
- Collaborate with service advisors and technicians to verify appointment details and ensure smooth hand‑offs.
- Prepare daily and weekly reports on reminder success rates, booking conversions, and customer satisfaction metrics.
- Identify patterns in service delays or cancellations and propose process improvements to management.
- Assist in developing scripted communication templates that reflect the brand’s tone and service standards.
- Stay informed about the latest vehicle models, manufacturer service recommendations, and industry best practices.
Requirements
- Minimum education: Bachelor’s degree (S1) in Business Administration, Communication, or a related field.
- Age: 25 years old or younger.
- Gender: Female (as specified by the employer).
- Experience: No prior experience required; fresh graduates with strong interpersonal skills are welcome.
- Proficient in Microsoft Office (Word, Excel, PowerPoint) and comfortable using CRM or database tools.
- Excellent verbal and written communication skills in Bahasa Indonesia; additional language abilities are a plus.
- Strong organizational abilities, attention to detail, and the capacity to manage multiple appointments simultaneously.
- Customer‑centric mindset with a genuine desire to help vehicle owners keep their cars in optimal condition.
- Ability to work standard office hours (08:00 – 17:00) and adapt to occasional schedule adjustments based on service demand.
Benefits
- Competitive monthly salary with performance‑based incentives tied to booking conversion and customer satisfaction.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick leave, and public holidays in accordance with Indonesian labor law.
- Professional development opportunities, including training on automotive service processes, CRM systems, and advanced communication techniques.
- Employee discount on parts, accessories, and service packages at all affiliated dealerships.
- Friendly, team‑oriented work environment with regular team‑building activities.
- Potential career progression to senior customer‑care roles, service coordination, or dealership management.
About Company
Our client is a leading automotive dealer network in Indonesia, representing several top‑brand manufacturers and operating a chain of modern service centers across major cities. With a commitment to excellence, the company invests heavily in state‑of‑the‑art diagnostic equipment, continuous staff training, and innovative customer‑engagement platforms. By joining the team, you become part of a forward‑thinking organization that values integrity, teamwork, and the relentless pursuit of service quality, all while contributing to the safe and reliable operation of millions of vehicles on Indonesian roads.
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