Customer Service Consultant

Job Responsibilities:

• To provide professional automobile advisory service to customers visiting the service center.
• To check-in all assigned customers, including all pre-check in preparation (check vehicle history, any outstanding jobs, recall campaigns etc) and to conduct active reception for all vehicles, as per SOP and WPC.
• To record all customer's requirements/ complaints and provide advice/ consultancy (including the up selling of value-added products), in all accordance to SOP and Principal
• To prepare the correct repair estimate, with support from relevant departments, and obtain customer's approval prior to conducting the repairs/ 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 manage all customers issues/ complaints and escalate to management, when required, to resolve the issues in timely manner, with support from relevant managers and other support staff.
• 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-up customer feedback form and settlement of payment and all documentation during the delivery process, as per SOP and WPC.
• To self-monitor throughput and revenue achievement on daily basis, and to develop catch-up plans, in 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 4 years relevant experience in automotive industry. Experience or exposure in B&P is an added advantage.
• Service oriented with good communication skills.
• Ability to speak multi-lingual is an added advantage.
• Possess valid car license.