Service Advisor

Job Descriptions:

1. Receiving and Advising Customers

Receive/assist customers with planned appointments and/or walk ins.

Listen and understand customer concerns with empathy.

Capture detailed and accurate work instructions.

Carry out a thorough check of the vehicle & identify all possible upselling.

Establish an agreed fixed time of completion of the work to be carried out.

2. Daily control sheet/list

Maintain an accurate record of all work checked in for the day to be followed up on including carry forward vehicles.

Repair Order preparation and monitoring.

Ensure all customers are kept well informed of the progress of their vehicles.

Ensure that all additional upselling is communicated to the customers to obtain authorization where necessary.

Communicate a new/updated agreed time of completion if necessary due to additional work authorized or parts ordered.

Follow up on all parts on order and arrived on the BONR report.

Carry out a daily analysis and update of all WIP open under your name.

Communicate necessary information to the Officer- Customer relations in order to schedule an appointment for all vehicles to return where parts on order have arrived.

3. Hand-over of Vehicle After Service

Ensure that an accurate invoice is generated for all work carried out as per the customer’s request according to Company and principal guidelines.

Explain the invoice in detail so as to create a value for money impression in the mind of the customer.

4. Post Service Follow-up

Maintain customer file, (follow-up system) telephoning all customers to determine their level of satisfaction with the service they received.

Settle all customer complaints promptly.

Requirements:

Certificate / Diploma in Automotive Engineering or related field.

Good command of English and Bahasa Malaysia.

Excellent communication and customer relations skills.

Pleasant personality, professional and performance oriented.

Possess technical experience in the automotive industry would be an added advantage.