Service Advisor

Sime Darby; Johor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading automotive company in Johor, Malaysia is seeking a professional to receive and advise customers on vehicle service. Responsibilities include assisting customers, monitoring the service process, generating invoices, and following up on customer satisfaction. Ideal candidates should possess strong communication skills and a commitment to excellent customer service. This role offers an opportunity to work in a dynamic environment with a focus on customer relations.

Responsibilities

• Receive/assist customers with planned appointments and/or walk ins.
• Maintain an accurate record of all work checked in for the day.
• Ensure all customers are kept well informed of their vehicle's progress.
• Generate an accurate invoice for all work carried out.
• Telephoning customers to determine their satisfaction with the service.

Job description

Receiving and Advising Customers

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

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 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.
• 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.

Hand-over of Vehicle After Service Stay

• 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.

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.