Customer Service Advisor

Come join the Scania Family With attractive remuneration and benefits packages, we are looking for Customer Service Advisors who can provide excellent customer service to our customers. We also focus on talent development for every individual, simultaneously with our employees to grow with the business. As a sustainable transport solution organization, we also offer flexible initiatives, ranging flexible working schemes to the 'Time For You' leave concepts and benefits.

The main responsibility of a Customer Service Advisor is to ensure the daily operation of the service reception and that the customer service needs and expectations are met, from customer enquiry through to completion of the invoice and follow-up. This role contributes to both customer and employee satisfaction, and thereby positively impacting Scania profitability and employer branding.

**Before Service Prospecting**
- Create and work with customer calling lists
- Contact and call customers regarding current campaigns, to book next visit, offer repairs etc.
- Analyze Maintenance plans and make recommendations to customers
- Analyze remote diagnostics
- Record outcome of calls and visits
- Request and verify Maintenance plans

**Before Service Sales**
- Listen to and identify customer needs
- Analyze Maintenance plan and recommend actions on deviations
- Perform trouble shooting according to checklists
- Give advice to customers
- Argue for suitable Maintenance solution
- Define the work to be done and create preliminary work order
- Book and organize customers workshop visits
- Check work order content and workshop resource planning
- Confirm that colleagues understands the work order
- Secure appointment with customer

**Before Service Workshop Scheduling**
- Create necessary time reservation
- Verify that resources are allocated for the work to be carried out
- Cooperate with other departments to coordinate all necessary work for the customer
- Contact and call 3rd party when necessary
- Arrange for sub supplier jobs
- Take part in and contribute to the daily pulse meetings
- Participate in workshop management weekly meeting

**During Service Customer Workshop Care**
- Receive the customer upon arrival
- Verify content of appointment
- Take over the vehicle from customer
- Offer customer additional work and/or parts
- Continually communicate with customers in case of changes or problems
- Open the work order
- Handle customer requests

**After Service Vehicle Return**
- Close the work order
- Issue all necessary invoice
- Explain to the customer the work that has been performed
- Recommend additional work that may be required
- Book the next appointment
- Hand over the vehicle to customer
- Register customer feedback

**After Service Follow Up Customer Work**
- Perform follow up calls to evaluate performance
- Offer new booking
- Store open work orders
- Document all other actions and information

General Competencies:

- Accounting and Financial Systems, Processes and Technology
- Business Perspective
- Products and services
- Using Information Technology

Personal Competencies:

- Customer Focus
- Communication
- Initiative
- Planning and Organizing
- Teamwork
- Result Oriented

Desirable experience & qualifications
- Minimum 2 years’ experience in customer service / administrative roles
- Minimum qualification: Diploma/Certificate holder
- Experience from dealing with customers
- Experience in the commercial vehicle industry will be an added advantage

Pay: RM2,500.00 - RM3,500.00 per month

**Benefits**:

- Cell phone reimbursement
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Vision insurance

Work Location: In person