Replacement Car Specialist

A. Overall Purpose Of The Job (Brief description of the primary purpose of this position)
The Replacement Car Specialist is responsible for executing daily operational activities related to customer mobility solutions and home service requests. This role ensures smooth handling of courtesy car allocations, complaint resolution, and Service Advisor (SA) support of a luxury car brand client, while maintaining compliance with service level agreements (SLAs) and program integrity.

B. Key Responsibilities (Critical responsibilities and skills of this position, listed in order of importance)

Operational Support
- Manage and process daily service requests from the luxury car client's Service Advisors and customers.
- Attend to complaints, redelivery requests, and courtesy car requests promptly and effectively.
- Provide operational support to the team to ensure smooth execution of daily tasks

Courtesy Car Program
- Check and validate all courtesy car requests, ensuring cars are provided accordingly.
- Monitor and maintain the courtesy car program to meet SLA requirements.
- Prevent misuse of the program by customers or Service Advisors

Incident & Compliant Handling

- Investigate customer complaints and incidents, ensuring resolution within required timelines.
- Escalate complex issues to management when necessary

Reporting & Compliance
- Support the preparation of weekly and monthly progress reports for a luxury car brand in Malaysia/Singapore and internal management.
- Ensure operational SLAs are consistently achieved and maintained

C. Job Profile

Education
• Bachelor’s degree or Diploma in Business Administration, Operations, Automotive, or related field.

Experience
• Minimum 1 - 3 years of experience in :
o Customer service / call centre / operations support
o Automotive or mobility assistance (strong advantage)
• Experience handling SLA-driven environments and client accounts is preferred

Skills & Competencies
• Strong problem-solving and analytical thinking skills
• Excellent verbal communication and active listening skills
• Calm, empathetic, and confident in handling high-pressure or emergency situations
• Strong multitasking and coordination abilities
• Customer-centric mindset with high attention to detail
• Able to handle complaints or negative feedback professionally
• Comfortable working in a fast-paced, operations environment
• Good problem-solving skills for handling incidents and escalations

Required Languages 
• English (high proficiency in spoken & written)