Customer Service Consultant

2 weeks ago

Penang Island, Malaysia Cycle & Carriage Bintang (northern) Sdn Bhd Full time

Responsibilities

**JOB RESPONSIBILITIES**:
Customer Service
1. To check-in all assigned customers, including all pre-check-in preparation (check vehicle history, any outstanding jobs, recall campaigns etc.), and conduct active reception for all vehicles, as per SOP and WPC.
2. To record all customer’s requirements/complaints and provide advice/ consultancy accordingly (including the upselling of value added products), in accordance to SOP and MBM/DAG guidelines.
3. To prepare the correct repair estimate, with support from relevant departments, and obtain customer’s approval prior to conducting the repair/service works.
4. To conduct service reminder calls and SFU calls, when required, to maintain good relationship with the customers and retain the customer for the next service/repair job.
5. To conduct mobile check-in and delivery at customer’s preferred location, including conducting a simplified active reception and to obtain customer’s approval for all service/repair works, as per SOP, when assigned by management.

Operation
1. Coordinate with the workshop and relevant departments, to ensure that all requirements/complaints are resolved prior to delivery to customer, by inspecting the vehicle and that final control is conducted.
2. Monitor job progress, and coordinate with workshop and relevant departments, to ensure that vehicles are delivered to customers within the committed delivery time. Any delays should be communicated to customer promptly and in advance.
3. To explain all repairs and services conducted in detail to customer (including vehicle inspection with customer), fill-up customer feedback form, and settlement of payment and all documentation during delivery process, as per SOP and WPC.

Customer Complaint’s Handling Customer Complaint’s Handling
1. To manage all customers issues/complaints and escalate to management, when required, to resolve the issues in a timely manner, with support from relevant managers and other support staff.

Target
1. To self-monitor throughput and revenue achievement on daily basis, and to develop catch-up plan, if required, to ensure that individual monthly targets are met.

General Administration
1. To comply with all related processes as per SOP.
2. Perform additional tasks as and when the company requires job holder’s assistance.

**JOB REQUIREMENTS**:

- Min Diploma in Automotive Engineering or equivalent qualification
- Good interpersonal skills and able to communicate fairly in English
- IT literate, possess valid driving license and clean traffic record

**JOB LOCATION**:
Penang - Georgetown

**Benefits**:
EPF
SOCSO
Annual Leave

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