Service Advisor

Career Wise; Seberang Perai; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading automotive service provider in Penang seeks a Volvo Brand Ambassador. This role focuses on achieving sales targets and delivering high-quality customer service. Key responsibilities include promoting services, ensuring compliance with SOPs, and maintaining customer satisfaction. Candidates should possess a qualification in Automotive Engineering and have a minimum of 3 years' experience in a similar role. Strong communication skills and technical knowledge are essential to succeed in this position.

Qualifications

• Minimum of 3 years experience in a similar capacity dealing with premium automotive brands.
• Excellent command of both written and spoken English.
• Proven track record in previous companies.

Responsibilities

• Achieve Sales and Throughput target through aggressive selling.
• Promote sales of parts or service to customers.
• Ensure high customer retention by providing a premium service experience.
• Conduct post-follow-up calls to show care and interest in customer feedback.
• Ensure 100% compliance to all Standard Operating Procedures (SOPs).

Skills

Strong technical knowledge

Customer handling skills

MS Office

Ability to cope well under pressure

Confident and dynamic

Education

Recognized Degree/Diploma/Certificate in Automotive Engineering or equivalent

Job description

• Volvo Brand Ambassador. Project the positioning of Volvo as premium automotive brand.
• Strive to achieve key business goals and objectives. Throughput, P&A Revenue, CEM.
• Ensure high customer retention by providing a high-level, premium service experience.
• Close monitoring and follow-up of WIPs to meet committed deadlines.
• Ensure that all customer concerns/ complaints are being attended, handled and solved amicably.
• Ensure 100% compliance to all Standard Operating Procedures (SOPs) and meet TUV/ISO requirements.
• Conduct post-follow-up calls to show care and interest in the customer's feedback.

Job Description:

• Achieve Sales and Throughput target through aggressive selling.
• Promote sales of parts or service by professionally recommending or suggesting the extra or preventive service/parts replacement to all customers coming in for repair or scheduled maintenance.
• Projects a professional appearance daily with well-groomed appearance, uniform.
• Call customers to advise them about service changes or car pick-up times.
• Constant monitoring of work in progress and updating customer delivery pick up status.
• Accurately writing up the repair needs, by repeating/explaining the work to be done
• Ensure smooth and pleasant reception, introduce active and non-active customer to ownership experience.
• Provide customers with information and advice on warranty protections, potential cost savings and the advantages of trading in versus fixing their car.
• Liaising with service technicians about parts ordering and ensuring parts are available when needed.
• Adhere process set by Principal and Dealership
• Follow the 7-step Volvo Repair Maintenance Process (VRM).
• Ensure step-by-step document preparation from the start of the customer's receipt process until vehicle delivery.
• Ensure customer follow-up is done within 72 hours after vehicle delivery.
• Constant monitoring of the courtesy car's availability and maintenance
• Ensure the veicle intake is based on the capacity bay plan.
• Adhere to warranty, goodwill, and insurance processes to ensure no chargebacks.
• My mobile learning target needs to be at least 90% complete.
• Ensure RO closing hours are within 7 days after job completion.
• Achieve enhanced customer satisfaction by providing a thorough explanation and pursuing a survey participation.
• Ensure customer expectations are met by ensuring jobs are done right the first time.
• Constant monitoring of customer survey participation.
• Remind customers during repair follow-up to participate in the survey.
• Ensure the sample size received is larger than the monthly target set.
• Ensure car service OSAT survey results achieved more than 80%.

Pre-requisites:

• Possess a Recognized Degree/Diploma/Certificate in Automotive Engineering or equivalent.
• Possess strong technical knowledge and customer handling skills.
• Minimum of 3 years experience in a similar capacity, preferably dealing with premium automotive brand (s).
• Proven track record in previous companies.
• Excellent command of both written and spoken English.
• Confident, dynamic, and highly customer-oriented with positive attitude.
• Pleasant personality.
• Ability to cope well under pressure.
• Able to work effectively with MS Office.