- To proactively make pre-bookings by calling customers likely to require servicing to make sure workshop is neither over nor under-utilized on any given day.
- To always check if the vehicle in question has any outstanding field actions/service actions.
- To record ANY instances of a customer’s vehicle returning with the same complaint as was previously repaired.
- To communicate bookings pipeline with the service manager and Job and warranty administrator, parts department to allow them to do ‘parts pre picking’ for all bookings.
- To receive customers courteously and professionally and communicate effectively with them towards understanding accurately determine their needs/concerns/service requests.
- Inspecting the vehicle and utilize Denza processes and completing all documents as required.
- To accurately/comprehensively document the information gathered from the discussion with the customer and communicate it to the technical team so that they can make the necessary technical decisions.
- Communicate with the technical staff to understand the technical issue/diagnosis and recommended corrective actions.
- Give a detailed and itemized repair estimation / quotation itemize and a estimated time required to complete the recommended repair.
- To obtain signature for the approval on the RO, Vehicle Checklist and give customer the Vehicle Collection Slip Number before proceeding with the repair.
- If additional time is required to complete to communicate the customer and keep them updated with any developments or issues.
- To handle accident / insurance claims and minimize the administrative burden for the customer.
- To up-sell customers accessories/products or other value-added services.
- To invoice the Branch Manager as necessary on problematic cases (customers/vehicles).
- To handle telephone inquiries and assist customers as required.
- To carry out customer follow up (telephone call) after 3 days from the date of repair.
Professional Experience
- Minimum SPM or other equivalent qualification
- Automobile service advisor
- Working experience with customer contact
- Working experience with service
- Experience with negotiations
- Medical Benefits
- Attractive Commission Scheme
- Overtime (OT) Allowance
Job Location
19, JALAN PERINTIS U1/52, TEMASYA INDUSTRIAL PARK GLENMARIE
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