Service Advisor

5 months ago

Nilai, Malaysia Global Amity Nilai Sdn Bhd Full time

**Job Functions**
- Establish and maintain a professional working relationship with the customer and earn their respect and loyalty
- To ensure that customers are always offered a refreshment
- To proactively make pre-bookings by calling customers likely to require servicing to make sure workshop is neither over nor underutilized on any given day
- To always check if the vehicle in question has any outstanding field actions/service actions and if so communicate with the technical team and parts team to ensure they are ready to attend to the matter upon its arrival
- To record ANY instances of a customer’s vehicle returning with the same complaint as was previously repaired and returned to the customer COME BACK JOB
- To communicate bookings pipeline with the Service Manager and Job and Warranty Administrator
- To communicate bookings with the parts department to allow them to do ‘parts pre picking’ for all bookings
- To remind customers a day before their booking to reduce No Show Rate
- To receive customers courteously and professionally and communicate effectively with them towards understanding accurately determine their needs/concerns/service requests
- Inspecting the vehicle and utilizing Honda Global Amity 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 recommend corrective actions
- Communicate the recommended course of action with the customer in terms that they can understand
- Give a detailed and itemized repair estimation/quotation itemize and an estimated time required to complete the recommended repair
- To obtain a signature for the approval on the RO, Vehicle Checklist and give the customer the Vehicle Collection Slip Number before proceeding with the repair.
- Communicate with the technical team to monitor progress to ensure the job is completed on time and returned to the customer when promised
- If additional time is required to complete to communicate the customer and keep them updated with any developments or issues
- To make sure the vehicle is NEVER returned to the customer before the appropriate Quality checking has been done (either the Service Manager or alternative technical staff approved by the Service Manager)
- To make sure the vehicle is ALWAYS returned clean and to carefully check cleanliness before returning
- To make sure that full payment is received PRIOR to returning the vehicle to the customer (the only exception being customers with approved accounts or with the approval of the Branch Manager/SISMA Auto Director)
- 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 involve 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.

**Job Requirements**
- Minimum a Diploma in Automotive with CGPA: 2.80 and above
- Possess basic reading and writing skills in English & Malay
- Possess basic computer skills
- Possess a valid class D driving license

**Job Types**: Full-time, Contract

**Salary**: From RM1,700.00 per month

**Benefits**:

- Flexible schedule
- Health insurance

Schedule:

- Day shift

Supplemental pay types:

- Overtime pay

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