Service Advisor

2 weeks ago

Johor Bahru, Johor, Malaysia MAN Truck & Bus Full time

A) Job Title

  • Service Advisor
  • Female applicants are encourage to apply

B) Department

  • Customer Service Management

C) Reports to:

  • Branch Manager

D) Job Purpose:

  • Generate sales orders as per the Company's requirement and developing and maintaining good relationships with the customers with objective of maximizing sales revenue.

E) Job Responsibilities

  • Achieve individual Service Advisor Sales Target and upselling Target on monthly basis
  • To work together and support Customer Service Management CSM team and ensure Monthly Service Sales Targets can be achieved
  • Provide professional services to customer, build good image of the company and enhance excellent rapport with them.
  • Be present at work station in order to provide immediate service to the customer.
  • Handle customer's inquiry inperson or via telephone calls. Perform role as technical consultant, handle and resolve customer's complaints and ensure all issues have been promptly attended. Customers to be handled professionally as per the Company Service Core Process.
  • Carry out active Dialogue Reception with customer and update Dialogue Reception Checklist accurately. Obtain customer's signature and concurrence in the Dialogue Reception Checklist.
  • To obtain and update customer and vehicle details in the customer history record in the ESA System.
  • To use the ESA System and Company Portals productively and responsibly to carry out necessary tasks and responsibilities
  • Carry out vehicle history check in ESA for Recall Campaign including warranty status.
  • Create required Service Repair Order with accurate information, details and ensure customer signature is obtained, ensure all invoicing for Service Orders and Breakdown done promptly, documentation for proper invoicing/billing attached together.
  • Follow up on vehicle progress with Job Controller/Workshop staff/ Parts staff promptly on issues pertaining to their vehicles and keep customer updated regularly on the vehicle repair readiness status (regularly as required by the customer). This include the additional work with price estimation and rescheduled of promised time where necessary.
  • To be window person for customers, handling breakdown Operations (receiving calls, delegating and follow up on completions)
  • To prepare and complete required documentation for Warranty Approval promptly, ensuring accuracy and completeness, based on the Warranty Checklist.
  • To submit parts requisition promptly to Parts Department, ensuring accuracy and completeness of items required to be ordered.
  • Actively provide update to customer on the vehicle work progress, parts ordering status, etc
  • Inform customer promptly when the vehicle is ready for collection and highlight on the five (5) days vehicle collection policy
  • Explain on job done / service invoice details, customer charges and advise on upcoming maintenance service
  • Reconfirm all repairs requested by customers are completed and that vehicle is returned to customer in an excellent condition.
  • Ensure customer signsoff required documentation during vehicle collection.
  • Ensure Customer complete the After Sales Survey Form before handing over the vehicle to the Customer.
  • Resolve customer complaints promptly and keep Manager, After Sales Service informed on the progress and status proactively.
  • Actively provide high customer service levels to contribute to the Customer Experience Management (CXI).
  • Ensure that administration work is completed promptly and handover daily end day reports to Service Manager.
  • Actively communicate, share and update to Service Manager whenever support needed on following up customer vehicle status and cases.
  • Present smart / neat personal appearance. Ensure daily housekeeping at work area / reception area / customerrelated facilities and equipment is neat, orderly arranged and clean ensuring readiness for reception at all times.
  • Continue to update on product, technical and process knowledge to effectively process the vehicle repair job requirements and warranty job requirements.
  • Practice high level of job responsibility and accountability at all times, while carrying out tasks and handling customers
  • Ensure punctuality to work on daily basis, inform Manager, CSM Service promptly in cases of emergency leave with proper reasons and required supporting documents.
  • To maintain safe working practice and abide by working rules and company standards.
  • Maintain the company's standards for ethical business practices, professional image, orderliness, customer service and good employee and community relations.
  • Undertake other special assignments, adhoc functions and related duties as and when required by the superior.

F) Required experience

  • Minimum 3 years of working experience as Service Advisor in the automotive industry, preferably from Commercial Vehicle (Truck & Bus) segment.
  • Willing to be based in Johor Bahru, Johor DT.

Salary:
RM1, RM3,299.20 per mo

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