Service Advisor

STRATANET SDN. BHD.; Klang City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent automotive service provider is seeking a Service Advisor in Klang City, Malaysia. The ideal candidate will achieve sales through effective strategies and ensure customer satisfaction through exceptional service. Responsibilities include managing customer inquiries, enhancing service delivery, and maintaining documentation for warranty claims. The role requires at least a diploma in a related field alongside automotive experience and fluency in English and Bahasa Melayu. This position offers a dynamic work environment with opportunities for growth.

Qualifications

• Minimum Diploma in a relevant field with automotive experience.
• At least 2 years of experience in CRM and customer service.
• Fluent in English and Bahasa Melayu.

Responsibilities

• Achieve sales and product targets using effective selling strategies.
• Enhance customer satisfaction through attentive listening and follow-up.
• Create a positive customer experience with proactive service.

Skills

Customer relationship management

Interpersonal communication

Multitasking

Customer service

Problem-solving

Education

Diploma in Marketing/Mass Communication/Business Administration or equivalent

Tools

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

Responsibilities

• Achieve sales, throughput, and focus product targets using effective selling strategies.
• Promote additional services where appropriate to increase revenue and meet branch targets.

2. Customer Satisfaction & Communication

• Enhance customer satisfaction by listening attentively and securing approval for additional jobs.
• Provide clear explanations of work done, charges incurred, and ensure timely delivery as promised.

3. Customer Experience & Service Excellence

• Create an exceptional customer experience through a positive and proactive customer service approach.
• Handle customer inquiries and feedback professionally to build long-term trust and loyalty.

4. Service Campaigns & Operational Support

• Actively participate in service campaigns, Fix-It-Right programs, and follow-up cases.
• Monitor and update customers regularly on parts back orders and major repair job progress.

5. Documentation & Warranty Claims

• Ensure prompt and accurate submission of technical reports and warranty claims.
• Manage branch goodwill claims in line with approved guidelines and timelines.

6. Service Delivery & Time Management

• Ensure all vehicles are completed and ready within the committed time frame.
• Consistently deliver high-quality service that exceeds customer expectations.

7. CSI Achievement & Team Contribution

• Contribute to the branch’s Customer Satisfaction Index (CSI) goals through quality service.
• Support team initiatives aimed at improving overall customer satisfaction and performance.

8. Compliance & Flexibility

• Follow internal operational procedures and compliance requirements set by the distributor.
• Carry out any additional tasks or assignments as instructed by your superior when required.

Qualifications for Service Advisor:

1. Minimum Diploma in Marketing/Mass Communication/Business Administration OR equivalent with Automotive related experience.
2. At least two (2) years of working experience in CRM, customer service and marketing communication.
3. Fluent written and spoken in English & Bahasa Melayu.
4. Good understanding of customer segmentation and demographics.
5. Ability to interact with all levels of people to address arising issues.
6. Strong interpersonal and communication skills.
7. Independent and able to work under pressure and multitasking environment.
8. Computer literacy with proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).