Role Overview / 职位概述
As an After Sales Executive (Automotive – GWM), you will be the main point of contact for customers after they purchase their vehicles. You will handle service appointments, coordinate with the workshop and parts team, follow up on vehicle status, and ensure customers receive a smooth and professional after-sales experience.

作为 GWM 售后服务专员，你将成为客户购车后的主要联络窗口。你会负责预约保养与维修、与车间及零件团队协调、跟进车辆进度，并确保每一位客户都能获得顺畅、专业、安心的售后体验。

Key Responsibilities / 主要职责
1. Customer Reception & Service Booking / 客户接待与预约安排

Handle customer enquiries related to service, maintenance and repairs via phone, WhatsApp and walk ins.
通过电话、WhatsApp 及现场来访，处理客户有关保养、维修等售后相关咨询。

Advise customers on service intervals, maintenance packages and basic repair options.
向客户说明建议的保养周期、保养套餐及基础维修方案。

Schedule and confirm service appointments, ensuring balanced workshop loading.
负责安排与确认服务预约，确保车间工作量分配合理。

2. Service Process Coordination / 服务流程协调

Open job orders in the system and ensure all customer and vehicle details are accurate.
在系统中开立工单（job order），并确保客户与车辆资料填写准确。

Coordinate with Service Technicians and the Parts & Warranty team on job status and parts availability.
与服务技师及零件/保固团队协调工单进度及零件供应情况。

Update customers on job progress, additional findings and estimated completion times.
向客户更新维修/保养进度、额外发现的问题及预计完成时间。

3. Delivery & Follow-up / 交车与后续跟进

Prepare invoices and explain work performed, parts replaced and charges to customers.
准备发票，并向客户说明作业内容、更换零件及收费项目。

Ensure vehicles are cleaned and checked before delivery back to customers.
确保车辆在交还前已完成清洁及基本检查。

Conduct simple followup calls/messages after service to check satisfaction and encourage repeat visits.
在服务完成后进行简单回访，了解客户满意度并鼓励日后回厂保养。

4. Customer Experience & Issue Resolution / 客户体验与问题处理

Handle customer complaints professionally; attempt first-level resolution and escalate to Service Manager if needed.
以专业态度处理客户投诉，先进行初步解决，如有需要再上报服务经理。

Maintain good relationships with customers to build loyalty and repeat business.
维护良好客户关系，提升客户忠诚度及重复进厂率。

5. Administration & Reporting / 行政与报告

Maintain accurate service records, job orders and customer files.
维护准确的服务记录、工单资料及客户档案。

Assist with basic service KPI reporting (number of jobs, labour hours, customer feedback, etc.).
协助整理基础售后 KPI 报告，如进厂台数、工时及客户反馈等。

Requirements / 任职要求
Minimum 2–4 years’ experience in automotive after-sales / service advisor / customer service roles.
至少 2–4 年汽车售后、服务顾问或客户服务相关工作经验。

Basic technical understanding of vehicles (EV and ICE); GWM experience is an advantage.
具备基础车辆技术知识（燃油车及电动车），有 GWM 经验者优先。

Strong communication and customer handling skills.
具备良好的沟通能力与客户应对技巧。

Ability to manage multiple jobs and followups in a busy workshop environment.
能在繁忙车间环境中同时处理多项工单并跟进进度。

Language / 语言： Proficiency in Mandarin and English; Bahasa Malaysia is a plus.
能以普通话和英文沟通，懂马来文者为加分项。

Strong interest in cars and EV technology, with willingness to learn about GWM products and the wider market.
对汽车及电动车技术有兴趣，愿意持续学习 GWM 产品及汽车市场发展。

Why Join Us? / 为什么加入我们？
Join a long established automotive dealership with a growing presence in Malaysia’s passenger vehicle market.
加入深耕马来西亚乘用车市场的汽车经销商，平台稳定且在持续成长。

Be part of the GWM story in Malaysia, working daily with a modern line-up of EVs, SUVs and off-road SUVs.
亲身参与 GWM 在马来西亚的发展，与一系列现代化 EV、SUV 与越野 SUV 产品打交道。

Clear after-sales career path (e.g. Senior Service Advisor, After Sales Supervisor/Manager).
在售后服务领域拥有清晰的职业发展路径（如高级服务顾问、售后主管/经理等）。

Work in a hands on, fast paced environment where your service quality directly impacts customer satisfaction and business performance.
在实战型、节奏快的环境中工作，你的专业服务会直接体现在客户满意度与业务表现上。