Customer Service Advisor (Body & Paint)

Job Responsibilities:

To record all customer’s requirements/complaints and provide advice/consultancy accordingly (including the up selling of value added products), in accordance to SOP and MBM/DAG guidelines.

To prepare the correct repair estimate, with support from relevant departments, and obtain customer’s approval prior to conducting the repair/service works.

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.

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.

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 control is conducted.

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.

To explain all repairs and services conducted in detail to customer (including vehicle inspection with customer), fill-upcustomer feedback form, and settlement of payment and all documentation during delivery process, as per SOP and WPC.

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.

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.

Job Requirements:

Possess at least a Certificate/ Diploma/ Degree in Automotive/ Mechanical Engineering or equivalent.

Preferably with minimum 2 years relevant experience in automotive industry. Experience or exposure in B&P is mandatory.

Service oriented with good communication skills.

Ability to speak multi-lingual is an added advantage.

Possess valid car license.