Service Advisor

Sime Darby Motor Group; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading automotive service provider in Penang is seeking a customer service representative for their automotive service department. The role involves assisting customers, updating records, ensuring timely communication regarding service progress, and handling post-service follow-ups. Candidates should ideally have experience in the automotive sector and a relevant educational background. This position offers an opportunity to contribute to customer satisfaction and service excellence.

Qualifications

• 1-2 years of working experience in an automotive industry Customer Experience role.
• Ability to maintain accurate records and invoices.
• Strong problem-solving skills.

Responsibilities

• Assist customers with appointments and inquiries.
• Update customer and vehicle records accurately.
• Ensure timely completion of service work.
• Communicate work progression to customers.
• Conduct post-service follow-up calls.

Skills

Customer service skills

Communication skills

Attention to detail

Education

Higher Secondary (SPM) or Diploma in Engineering (Mechanical)

Job description

Responsibilities

• Receive/assist customers with planned appointments and/or walk ins.
• Ensure customer and vehicle records are updated and accurate.
• 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.
• Ensure all customers are kept well informed of the progress of their vehicles.
• Ensure that all additional work required is communicated to the customer and authorized before the work is carried out.
• Communicate a new/updated agreed time of completion if necessary due to additional work authorized or parts ordered.
• Carry out a daily WIP update of all the open repair orders under your name.
• Communicate with the respective PIC 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 for all the work carried out so as to create a value for money impression in the mind of the customer.

Post Service Follow‑up

• Ensure all your customers receive a post service follow up call to determine their level of satisfaction with the service they received from you.
• Settle all customer complaints promptly.

Performance KPIs

• Vehicle throughput (measured as repair order invoiced/closed)
• Parts turnover
• Debtors ageing
• WIP throughput days
• Back Order Parts Not Released (BONR)

Education / Professional Qualification

• Candidate must possess at least a Higher Secondary (SPM) or Diploma in Engineering (Mechanical) or equivalent.

Professional Experience

• Preferred 1-2 years of working experience in automotive industry Customer Experience role.