Job description

Position Summary

The Service Coordinator is responsible for managing service bookings, workshop capacity planning, and customer communication to ensure smooth and efficient aftersales operations.

The role acts as the operational backbone between customers, Service Advisors, and the workshop by ensuring all appointments are accurately scheduled, workshop capacity is optimized, and customer interactions are handled professionally across all touchpoints. By maintaining booking discipline and proactive communication, the Service Coordinator directly contributes to workshop utilization, reduced no-show rates, and improved customer experience.

This position plays a critical role in aligning customer demand with workshop capacity while supporting operational efficiency and service revenue generation.

Key Responsibilities

Appointment Booking & Capacity Planning

•         Manage inbound service booking requests via calls, online platforms, and walk-in customers

•         Optimize workshop loading by aligning technician availability, bay capacity, job complexity, and service priorities

•         Schedule appointments in a structured manner to maximize workshop utilization and minimize idle capacity

•         Coordinate priority bookings including customers, recall campaigns, and service programs

•         Monitor booking pipeline and adjust schedules dynamically based on operational changes

·         Customer Communication & Engagement

•         Confirm service appointments in advance and send reminders to minimize no-show and cancellation rates

•         Conduct pre-arrival calls to capture additional customer concerns and ensure Service Advisors are fully prepared for reception

•         Manage outbound campaigns for service reminders, recalls, and customer programs

•         Work closely with the service team to coordinate warranty repairs and help ensure timely completion

•         Review, process, and submit warranty claims in accordance with manufacturer guidelines and policies

•         Track claim status and follow up with manufacturers to resolve delays, discrepancies, or outstanding issues

•         Provide clear and professional communication to customers regarding appointment availability, preparation requirements, and expected timelines

•         Liaise with Parts Department and follow-up of parts ordered and received

 

 

Operational Support & Coordination

•         Coordinate customer mobility solutions such as courtesy vehicles and shuttle services

•         Support Service Advisors by tracking open Repair Orders and escalating delayed jobs or aging work-in-progress (WIP) cases

•         Assist in balancing daily operational workload and supporting smooth workshop flow

 

 

Reporting & Performance Monitoring

•         Prepare monthly reports on booking volumes, show-up rates, workshop capacity utilization, and operational trends

•         Track key performance indicators such as appointment conversion, no-show rate and booking efficiency

•         Identify capacity constraints, booking gaps, and operational inefficiencies, escalating issues to your direct Manager with recommended actions

•         Customer Experience & Compliance

•         Handle customer inquiries and initial complaints professionally, ensuring timely escalation of sensitive or complex cases to the Customer Experience Manager

•         Ensure compliance with communication standards, customer data protection regulations, and internal requirements

•         Maintain consistent and professional customer experience across all booking and communication touchpoints

 

Skills

Educational Requirements

•         Diploma or Degree in Business Administration, Management, Logistics, or Office Administration

•         Minimum 2–4 years of experience in an automotive aftersales environment, contact center, or customer coordination role

•         Prior experience in appointment booking, workshop scheduling, or service CRM operations is strongly preferred

•         Exposure to service operations and customer interaction environments is an advantage

•         Technical Skills

•         Strong Microsoft Excel skills for reporting, analysis, and performance tracking

•         Familiarity with CRM systems, outbound calling platforms, and customer engagement tools

•         Ability to manage scheduling systems and optimize resource allocation