Customer Service Consultant

Cycle & Carriage Malaysia Holdings Sdn Bhd; Johor Bahru; On-site; MYR 40,000 - 54,000; Full time

Benefits offered by this job

Medical

Dental

Higher EPF contribution

Life & Hospitalisation insurance

Job summary

Cycle & Carriage Malaysia Holdings Sdn Bhd in Johor Bahru is seeking a professional automobile advisory service provider for the service center. You will check-in customers, review vehicle history and recalls, and perform pre-checks according to SOP and WPC.

You will record customer requirements, provide consultancy, including upselling value-added products, and prepare repair estimates with department support for customer approval before work begins.

Qualifications

• Possess at least a Certificate/Diploma/ Degree in Automotive/ Mechanical Engineering or equivalent.
• Preferably with minimum 4 years relevant experience in automotive industry.

Responsibilities

• Check-in customers and conduct active reception for all vehicles per SOP/WPC.
• Record customer requirements/complaints and provide consultancy, including upselling products.
• Prepare accurate repair estimates with support from relevant departments and obtain approval.
• Perform service reminder calls and SFU calls to maintain customer relationships.
• Manage customer issues/ complaints and escalate to management when needed.
• Monitor progress with workshop to ensure timely delivery; notify customers of delays.
• Explain repairs and services performed, complete delivery documentation per SOP/WPC.
• Self-monitor throughput and revenue to meet monthly targets.

Skills

Customer service

Communication skills

Multilingual

Education

Certificate/Diploma/Degree in Automotive/Mechanical Engineering

Job description

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 elevate 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.

Perks and benefits Medical Dental Higher EPF contribution, In.-Term Life & Hospitali