Service Advisor

3 days ago

Port Klang, 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**
- Act as primary point of contact for customers bringing in buses & trucks for services or repair.
- Greet customers, discuss their vehicle issues, and assess customer needs.
- Provide professional services to customers, build good image of the company, and enhance excellent rapport with them.
- Handle customer’s inquiry in-person 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 be window person for customers, handling breakdown Operations (receiving calls, delegating and follow up on completions).
- 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 includes the additional work with price estimation and rescheduled of promised time where necessary.
- 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.
- 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).

**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 Port Klang, Selangor.

Pay: RM2,000.00 - RM4,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Vision insurance

Schedule:

- Rotational shift

Supplemental Pay:

- Overtime pay

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