Service Coordinator - Aftersales

About the role

The Service Coordinator manages service bookings, workshop capacity planning and customer communication so that aftersales operations run smoothly and efficiently. The role links customers, Service Advisors and the workshop, keeping appointments accurately scheduled, capacity optimized and customer interactions professional. It helps align customer demand with workshop capacity and supports service revenue.

Key responsibilities

• Manage inbound service bookings by call, online and walk-in customers through the Dealer Management System (DMS)
• Optimize workshop loading by matching technician availability, bay capacity, job complexity and priorities, and schedule priority bookings such as VIPs, fleets, recalls and OEM programs
• Confirm appointments, send reminders and make pre-arrival calls to reduce no-shows and prepare Service Advisors
• Run outbound campaigns for service reminders, recalls and OEM engagement programs
• Coordinate mobility solutions such as loan vehicles, shuttles and waiting areas, and track open repair orders and aging work-in-progress
• Keep customer data accurate in the DMS and support the Service Manager with escalated cases and post-service follow-up
• Prepare daily, weekly and monthly reports on bookings, show-up rates and capacity utilization, and track KPIs such as conversion and no-show rates
• Ensure compliance with OEM communication standards, customer data protection and internal audit requirements

Required profile

• Diploma or Bachelor's degree in Business Administration, Automotive or a related field
• Minimum 2-4 years of experience in an automotive dealership aftersales environment, contact center or customer coordination role
• Prior experience in appointment booking, workshop scheduling or service CRM operations strongly preferred
• Exposure to high-volume service operations is an advantage

Required skills

• Proficiency in Dealer Management Systems (DMS) for booking, customer data and appointment tracking
• Strong Microsoft Excel for reporting and analysis
• Familiarity with CRM systems, outbound calling platforms and scheduling systems