Business Development Center Officer

Job Summary

IC Automotive Inc. is seeking dynamic and customer-focused Business Development Center (BDC) Agents to support our aftersales operations. The role is responsible for driving service retention, increasing workshop utilization (UR), and strengthening customer relationships through centralized customer engagement, proactive follow-ups, and effective complaint handling.

Key Responsibilities

Customer Engagement & Retention

• Contact customers for service reminders, including PMS, recalls, and special campaigns


• Support aftersales retention initiatives such as loyalty programs, accessories promotions, and warranty campaigns


• Execute centralized reactivation campaigns for lapsed service customers

Appointment & Coordination

• Coordinate with dealership teams to schedule and manage service appointments


• Ensure a seamless booking experience for customers to improve show-up rates

Customer Experience Management

• Follow up on Net Promoter Score (NPS) detractors and support service recovery efforts in collaboration with Customer Experience (CX) teams


• Handle customer concerns and complaints, escalating when necessary to ensure timely and satisfactory resolution


• Monitor ongoing customer cases to ensure proper closure

CRM & Reporting

• Maintain accurate and up-to-date customer records in CRM systems


• Generate and provide reports on customer contact performance and booking metrics

Key Performance Indicators (KPIs)

• Service booking rate


• Customer contact rate


• Show-up rate


• Customer complaint resolution rate

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or any related field


• Experience in customer service, call center, or automotive aftersales is an advantage


• Strong communication and interpersonal skills


• Ability to manage multiple customer interactions efficiently


• Proficiency in CRM tools and Microsoft Office applications

Reporting Line

• Reports directly to the BDC Manager

Why Join IC Automotive Inc.?

• Be part of a globally recognized automotive group


• Opportunity to grow within aftersales and customer experience functions


• Dynamic and collaborative work environment