Service Executive- Volkswagen Glenmarie

2 weeks ago

Shah Alam, Malaysia Federal Auto Holdings Berhad Full time

Are you passionate about providing exceptional customer service and driving operational excellence? Join our aftersales team as a **Service Executive** and play a key role in ensuring customer satisfaction and service efficiency.

As a **Service Executive**, you will need to have:
**Customer Service Excellence**
- Attend to customer inquiries and concerns professionally, providing technical advice and support to meet customer needs and expectations.
- Ensure prompt resolution of first-level customer complaints to enhance satisfaction and loyalty.
- Promote the company’s values and professional services, building strong relationships to elevate the customer experience.

**Operational Management**
- Monitor and drive the achievement of revenue, profit and service sales targets, including 5-Star, Dialogue Reception, Campaigns and individual Service Advisors' goals.
- Oversee vehicle intake, assess repair & service needs and ensure seamless service delivery.
- Track and review Work-in-Progress (WIP) reports, workshop resource utilization and other operational metrics.

**Team Leadership**
- Lead and supervise front-line staff, including Service Advisors, to ensure high performance and productivity.
- Identify development needs of team members and maintain a positive work environment.
- Verify warranty and service contract coverage by reviewing customer records and documentation.

**KPI and Compliance**
- Maintain and exceed principal KPIs for aftersales operations, ensuring compliance with policies and processes.
- Monitor service campaigns and promotional strategies to drive aftersales revenue.

**Qualifications**:

- Minimum of 3 years’ experience in a customer service, aftersales or related role (automotive industry experience is an advantage).
- Proven leadership skills with the ability to motivate and guide a team effectively.
- Excellent communication and problem-solving abilities.
- Results-oriented mindset with a strong focus on achieving targets and maintaining high-quality standards.
- Ability to work under pressure in a fast-paced environment.

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

Pay: RM3,500.00 - RM4,500.00 per month

**Benefits**:

- Free parking
- Health insurance
- Parental leave
- Professional development

Schedule:

- Day shift
- Monday to Friday
- Weekend jobs

Ability to commute/relocate:

- Shah Alam: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What's your expected monthly basic salary?
- How many years of experience do you have as a service advisor?
- Which of the following Microsoft Office products are you experienced with?
- How much notice are you required to serve before leaving your current role?
- On a scale of 1 to 10, how would you rate your English language skill?

**Education**:

- Diploma/Advanced Diploma (required)

**Experience**:

- customer service: 3 years (required)

**Language**:

- English (required)
- Bahasa Malay (required)

Work Location: In person

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