Mobility & Concierge Specialist

A. Overall Purpose of the Job (Brief description of the primary purpose of this position)

The Mobility & Concierge Specialist is responsible for executing daily operational activities related to customer mobility solutions, courtesy car management, home service requests, and concierge support. This role ensures seamless coordination between customers, service advisors, external service providers, and business partners to deliver premium customer experience while maintaining compliance with service level agreements (SLAs) and program guidelines.

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

Operational Support

• Manage and process daily service requests from service advisors and customers.
• Attend to complaints, redelivery requests and courtesy car requests promptly and effectively.
• Coordinate service arrangements and logistics to ensure timely fulfillment of customer requests.
• Provide operational support to the team to ensure smooth execution of daily activities.
• Act as a key liaison between customers, service advisors, and external partners to facilitate service delivery and issue resolution.

Courtesy Car Program

• Review and validate courtesy car requests in accordance with program guidelines.
• Coordinate vehicle allocation, delivery, collection, and utilization with internal stakeholders and service providers.
• Monitor and maintain the courtesy car program to ensure SLA adherence
• Identify and prevent misuse or abuse of the courtesy car program by customers, service advisors, or third-party vendors.
• Work closely with mobility partners to ensure service quality and operational efficiency.

Partner & Service Provider Coordination

• Coordinate with external partners, vendors, vehicle rental providers, and service providers to ensure timely fulfillment of customer requests and operational requirements.
• Serve as the primary point of contact for day-to-day operational matters involving mobility partners and service providers.
• Liaise with service advisors, customers, and third-party providers to facilitate smooth service delivery and resolve operational issues.
• Follow up on service requests, vehicle movements, and customer arrangements to ensure adherence to agreed service standards and timelines.
• Escalate service delivery issues, delays, or recurring concerns to management for review and resolution.
• Maintain accurate records of partner engagements, service requests, and operational activities.
• Support the evaluation of partner service performance and provide operational feedback to improve customer experience and service effectiveness.

Concierge Support

• Provide concierge support to a luxury car customers, delivering a premium and personalized customer experience.
• Coordinate vehicle collection and delivery arrangements, mobility solutions, and customer service requests.
• Proactively communicate service updates and manage customer expectations throughout the service journey.
• Support special customer requests and work closely with relevant stakeholders to ensure seamless execution.
• Act as a customer advocate, ensuring issues and concerns are handled professionally and resolved promptly.

Incident & Compliant Handling

• Investigate customer complaints, service failures, and operational incidents.
• Coordinate with relevant stakeholders and service providers to implement corrective actions and resolve issues within required timelines.
• Escalate complex or high-impact cases to management when necessary.
• Maintain accurate records of complaints, investigations, and resolutions for reporting and continuous improvement purposes.

Reporting & Compliance

• Support the preparation of weekly and monthly operational reports for clients and internal management.
• Monitor operational performance against KPIs and SLAs, identifying areas for improvement.
• Ensure compliance with operational procedures, client requirements, and program guidelines.
• Maintain accurate records and documentation of service requests, vehicle utilization, customer interactions, and partner performance.
• Support audits and quality assurance reviews as required.

C. Job Profile

Education

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

Experience

• Minimum 2 - 4 years of experience in both:
• Customer service / call centre / operations support
• 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
• Comfortable working in a shift rotation environment

Required Languages (Brief description of the language skills needed to perform the job)

• English (high proficiency in spoken & written)