Customer Service Representative/Service Advisor (Ipoh)

Volvo Group; Ipoh; On-site; MYR 36,000 - 60,000; Full time

Job summary

Volvo Group in Ipoh is seeking a Customer Service Representative/Service Advisor to coordinate service work, schedule repairs, and maintain clear communication with customers throughout the repair process. You will work closely with workshop staff to prepare quotes, follow up on orders, and ensure timely delivery and invoicing, while upholding Volvo's standards of quality and customer care.

A Diploma in business or engineering and 3–5 years’ experience in automotive service is preferred.

Qualifications

• Diploma in business or engineering or related field.
• 3–5 years’ automotive service experience is preferred.
• Strong customer communication and service mindset.
• Fair knowledge of workshop administration and parts business.
• Knowledge of traffic laws and regulations is advantageous.

Responsibilities

• Carry out customer appointments and raise preliminary repair orders in GDS.
• Obtain customer approval and inform estimated repair costs and timing.
• Submit repair orders to parts for preplanning and ordering.
• Finalize repair orders and ensure timely delivery and invoicing.
• Update customers daily on repair progress and issues.
• Coordinate with workshop staff to plan upcoming work.
• Maintain parts pricing within dealer policies and advise on campaigns.

Skills

Customer care

Communication

English language

Local dialects

Driving license (heavy cargo)

Auto mechanics basics

Education

Diploma in business or engineering

Tools

GDS system

Job description

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Customer Service Representative/Service Advisor (Ipoh)

Location: Ipoh, MY, 31200

Position Type: Professional

Permanent/Temporary: Permanent

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

• This position is responsible for selling and schedule needed service work in the servicedepartment.
• Maintain strong communication with Customers pertaining to service work in the servicesdepartment.

Scope and Influence

• Authority in accordance with the financial rules and policies defined by AB Volvo.
• Authority to take decisions in accordance with AB Volvo’s Authorization rules for therespective role.

Key Responsibilities / Accountabilities

• Carry out all kinds of customer appointments raise preliminary repair order in GDS, and recordestimated time on planning sheet for short and long term work.
• Obtain customer approval / agreement for work to be performed (signed Quotation) and informestimated repair cost and delivery / pick up time.
• Submit preliminary repair order to parts team for parts preplanning and order.
• Finalize the preliminary repair order using VST. Perform elementary diagnosis with customerfor preparation of repair order.
• Print and distribute the repair order with necessary check sheets attached to workshop.
• Update customer twice daily on repair order progress and issues.
• Maintain communication between mechanic/foreman and customer.
• Supervise all subcontracted jobs and create requisition for sublet work.
• Finalize the repair order upon job completion, add additional work and parts.
• Ensure that the delivery order (invoice) is completed timely, before vehicle release, ready andcan be presented and explained to the customer upon agreed collection time.
• To ensure correct usage of payment code for the different types of jobs.
• Required to advise customers for any campaigns, warranty or goodwill, actions to be taken.
• Prepare reports to customers as and when required.
• Regularly carry out housekeeping on Daily Work orders and Daily Quotations in GDS system.
• Responsible for parts pricing and discount within the dealer discount structure.
• Work closely with foreman on warranty and Service agreement claim submission, accuracyand timely matter.
• Work with Workshop supervisor to effectively manage WIP at workshop, pre-planningfollowing days jobs to technicians.
• Continuously improve truck technical and product knowledge, by attending physical technical training and completing required online training.
• Any other business as assigned by supervisor.

Key Targets and Results

• Weekly and monthly open order KPI
• Labour and workshop sales and GP
• Warranty and service submission lead time and accuracy
• Customer satisfaction (Target Score : 90)

Essential Educational and / or Training Qualifications and Certificates

• Diploma in business or engineering or any related courses.

Preferred Experience and Knowledge

• Minimum 3-5 years’ experience, experience in automotive industry is added advantage
• Good knowledge of customer care and communication.
• Fair knowledge of workshop business administration.
• Basic knowledge of spare parts business.
• Basic knowledge of traffic laws and regulations.

Necessary Technical / Functional / Language Skills

• Good Communication and interpersonal skill
• Able to speak English and local dialects (e.g. Mandarin, Bahasa Malaysia)
• Driving license for heavy cargo truck.
• Basic auto mechanical skills in heavy duty truck maintenance and repair.

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in
We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Volvo Trucks you will be part of leading the way towards a sustainable transport industry. For nearly a century we have been innovating for people – to make life easier, better and safer. Driving progress is our promise to customers, to the industry and to society. At Volvo Trucks we share a curiosity to learn, we work with passion and we embrace change to stay ahead. Join us, together we move the world we want to live in.

Every day, Volvo Group products and services ensure that people have food on the table, children arrive safely at school and roads and buildings can be constructed. Looking ahead,we are committed to driving the transition to sustainable and safe transport, mobility and infrastructure solutions toward a net-zero society.

Joining Volvo Group, you will work with some of the world’s most iconic brands and be part of a global and leading industrial company that is harnessing automated driving, electromobility and connectivity.

Our people are passionate about what they do, they aim for high performance and thrive on teamwork and learning. Everyday life at Volvo is defined by a climate of support, care and mutual respect.

If you aspire to grow and make an impact, join us on our journey to create a better and more resilient society for the coming generations.